Bilingual Lead Management Supervisor - Hybrid (CDMX)

Zebra Technologies; Ciudad de México; Hybrid; MXN 550,000 - 750,000; Full time

Benefits offered by this job

Hybrid work

Adaptable hours

Summer Flex Fridays

Focus Fridays

Annual wellbeing day

Job summary

Zebra Technologies is seeking a Lead Management Supervisor to lead the Marketing Contact Center (MCC) and drive the end-to-end process for qualifying and handling inbound customer leads in a hybrid Mexico City office.

The role requires collaboration with sales, channels, and IT to meet marketing revenue goals, with a strong focus on SLAs, KPI reporting, and corrective actions. Onsite presence is required in CDMX with a hybrid schedule (minimum 3 days/week).

Qualifications

• Experience leading a Marketing Contact Center (MCC) team.
• Ability to define and track KPIs and SLAs with sales teams.
• Proficiency in tele-profiling and data verification to ensure lead quality.

Responsibilities

• Oversee MCC team day-to-day operations, coaching and development.
• Achieve SLAs with the sales team and ensure efficient lead routing.
• Act as SME on lead management projects and provide readouts to management.
• Handle escalations and resolve issues within the MCC.
• Support promotional strategy and coordination with digital campaigns.
• Manage supplier relationships and budget within the MCC scope.

Skills

Team management

Lead qualification

SLA management

Data verification

Cross-functional collaboration

Tools

CRM systems

Job description

Zebra Technologies is seeking a Lead Management Supervisor to lead the Marketing Contact Center (MCC) and drive the end-to-end process for qualifying and handling inbound customer leads in a hybrid Mexico City office.

The role requires collaboration with sales, channels, and IT to meet marketing revenue goals, with a strong focus on SLAs, KPI reporting, and corrective actions. Onsite presence is required in CDMX with a hybrid schedule (minimum 3 days/week).