Contact Center Manager

About the role

The Contact Center Manager will lead the on‑site operations of a fast‑growing technology company in Puebla. Reporting to senior leadership, you will ensure that the contact center scales efficiently, meets performance targets, and supports the company’s rapid expansion.

Key responsibilities

• Partner with leadership to define objectives, set KPIs, and monitor progress on strategic initiatives.
• Design, implement, and continuously improve operational frameworks, workflows, and tools that enable scalable growth.
• Identify bottlenecks, propose solutions, and maintain systems that align execution with business goals.
• Oversee staff performance, track productivity metrics, and drive professional development.
• Coordinate with remote teams and external partners to ensure seamless operations.
• Detect operational risks, develop mitigation plans, and uphold compliance and internal controls.

Required profile

• Bachelor’s degree or higher.
• Proven experience managing teams of at least 10 employees, preferably in a start‑up or e‑commerce environment.
• Experience leading remote or virtual teams is a plus.
• Strong leadership ability to drive initiatives from conception to completion.
• Demonstrated skill in tracking KPIs, refining strategies, and executing company goals.
• Deep understanding of business operations, process development, and scaling strategies.

Required skills