Call Center Manager

Ventes Recruiting; Puebla de Zaragoza; Presencial; MXN 600.000 - 950.000; Jornada completa

Descripción de la vacante

VENTES is seeking a Contact Center Manager for an on-site role in Puebla City. You will scale and improve operations, drive company goals, and align team performance with business objectives in a high-growth environment.

The role requires strong leadership, experience managing teams of 10+ people, and a background in startups or ecommerce. Fluency in Spanish and English is preferred, with on-site work at Lomas de Angelópolis 2 in Puebla City.

Formación

• Bachelor's degree or higher required.
• Experience managing teams of 10+ employees.
• Preferably in start-up or ecommerce environment.
• Experience working with remote virtual teams preferred.
• Strong leadership skills with ability to drive initiatives from start to finish.
• Experience managing people and leading operational improvements.
• Experience executing company goals, tracking KPIs, and refining strategies for continuous improvement.
• Strong knowledge of business operations, process development, and scaling strategies.

Responsabilidades

• Scale operations and improve systems to support growth.
• Define KPIs and track performance with leadership.
• Oversee on-site operations and staff performance.
• Coordinate with remote teams and external partners.
• Identify operational bottlenecks and implement solutions.
• Maintain tools and processes to ensure execution alignment.
• Identify operational risks and implement mitigation strategies.
• Maintain awareness of compliance requirements and internal controls.

Conocimientos

Team leadership

Operations scalability

KPI management

Process optimization

Strategic planning

Remote team collaboration

Educación

Bachelor's degree or higher

Herramientas

Power BI

Tableau

Looker

Zapier

Descripción del empleo

On-site position in the City of Puebla

VENTES is working with a fast-growing, innovative company revolutionizing inventory management and acquisition in a dynamic industry. We are expanding our team to include a Contact Center Manager, a key player in ensuring that our organization scales efficiently and our processes run smoothly.

Job Summary

The Contact Center Manager will be responsible for scaling and improving company operations, ensuring that we continue to execute efficiently as we grow. This role involves driving company goals, improving and maintaining operational systems, and managing team performance to align with business objectives. The ideal candidate will have a strong background in operations, process efficiency, and team management within a high-growth technology environment.

Key Responsibilities

Strategic Leadership

• Work closely with leadership to define company objectives, set clear KPIs, and ensure follow-through on key initiatives
• Provide strategic insights and adjustments to keep the company on track
• Lead efforts to optimize company resources, support staffing decisions, and improve internal infrastructure to sustain business expansion

Operations Management

• Manage on-site operational frameworks that allow the company to function effectively
• Develop and enhance systems, workflows, and processes that support scalable growth and operational efficiency
• Identify bottlenecks and implement solutions to improve performance
• Maintain tools and processes to ensure execution alignment
• Oversee staff performance and track productivity metrics
• Collaborate with leaders to ensure employees are aligned with company goals
• Coordinate with remote teams and external partners to ensure smooth operations
• Identify operational risks and implement mitigation strategies to ensure business continuity
• Maintain awareness of compliance requirements and support development of internal controls
• Uphold company standards and minimize operational exposure

Required Qualifications

Education & Experience

• Bachelor's degree or higher
• Proven experience managing teams or small businesses with at least 10 employees
• Preferably in start-up or ecommerce environment
• Experience working with remote virtual teams preferred
• Strong leadership skills with ability to drive initiatives from start to finish
• Experience managing people and leading operational improvements
• Experience executing company goals, tracking KPIs, and refining strategies for continuous improvement
• Strong knowledge of business operations, process development, and scaling strategies

Core Competencies

• Ability to prioritize and perform effectively in fast-evolving, dynamic environments with quick decision-making
• Exceptional organizational skills and meticulous attention to detail in high-pressure settings
• Comfortable utilizing technology to track performance and optimize operations

Language Requirements

• Fluent in Spanish required
• Bilingual candidates with English proficiency required

Preferred Qualifications

Technical Skills

• Experience with business intelligence or data visualization platforms (Power BI, Tableau, Looker)
• Familiarity with automation and integration tools (Zapier or similar platforms)

Additional Experience

• International operations exposure supporting multiple countries or regions
• Experience with logistics, compliance, or cultural adaptability across diverse markets

Additional Requirements

• Before receiving a job offer, candidates will complete a cognitive aptitude test and personality profile.
• Ability to be on site at Lomas de Angelopolis 2 in Puebla City

MONDAY - SATURDAY 48 HR WORK SCHEDULE