Call Center Manager – On-site in Monterrey

About the role

We are seeking an experienced Call Center Manager to lead our on‑site operations in Monterrey. You will oversee a team of 15‑25 agents, ensuring high‑quality service delivery for a 24/7 operation.

Key responsibilities

• Lead Service Desk operations and governance, maintaining SLA and KPI compliance.
• Manage incident and escalation processes, ensuring timely resolution.
• Conduct regular reporting, operational reviews, and quality‑assurance audits.
• Drive continuous improvement initiatives, including self‑service solutions, analytics, and automation.
• Coach and develop team members, fostering a high‑performance culture.

Required profile

• Minimum 5 years experience as a Call Center Manager.
• Advanced to fluent English proficiency.
• Proven experience leading Service Desk functions and managing performance metrics.
• Strong background in incident management, escalation handling, and operational reporting.
• Availability to work flexible shifts in a 24/7 environment.

Required skills

What we offer

• Immediate hiring for three open positions.
• Opportunity to lead a dynamic team in a fast‑growing operation.
• Competitive compensation package.