Call Center Manager

Ventes Recruiting; Puebla de Zaragoza; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

VENTES is hiring a Contact Center Manager in Puebla City to scale operations and improve performance. The role focuses on leading strategic initiatives, optimizing processes, and coordinating with remote teams to sustain growth in a fast-paced environment.

Ideal candidates will have a strong background in operations, process efficiency, and team management within a high-growth tech or ecommerce setting, with fluency in Spanish and English preferred.

Formación

• Bachelor's degree or higher required.
• Experience leading teams or small businesses (>10 employees).
• Experience in start-up or ecommerce environment preferred.
• Experience with remote virtual teams is a plus.
• Strong leadership and ability to drive initiatives end-to-end.
• Experience tracking KPIs and refining strategies for growth.

Responsabilidades

• Define objectives with leadership and set KPIs.
• Provide strategic insights to guide growth and efficiency.
• Lead resource optimization and staffing decisions for expansion.
• Manage on-site operations, workflows, and processes for scalable growth.
• Oversee staff performance and alignment with company goals.
• Coordinate with remote teams and external partners for smooth operations.
• Identify risks and implement mitigation strategies to ensure continuity.
• Maintain internal controls and compliance awareness.

Conocimientos

Leadership

Operations management

Team management

KPI tracking

Process improvement

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