Director Call Center

Tambourine; Cancún; Presencial; MXN 1,205,000 - 1,550,000; Jornada completa

Descripción de la vacante

A fast-growing hospitality marketing firm is seeking a Bilingual Call Center Director in Cancun to lead three vertical teams within their contact center. The role requires at least 5 years of call center management experience, with a focus on business growth and operational excellence. Candidates should possess a Bachelor Degree and strong analytical skills. This is an on-site position, and full bilingual proficiency in English and Spanish is required.

Formación

• At least 5 years of experience in call center management.
• Proven track record of leading multi-functional teams.
• 2 years of experience in the Hotel/Hospitality/Travel industry.

Responsabilidades

• Create and implement high-level strategies for business growth.
• Develop key performance goals and manage staff across departments.
• Create and present data-driven reports to executive leadership.

Conocimientos

Call center management

Leadership

Analytical skills

Bilingual (English – Spanish)

Educación

Bachelor Degree

Descripción del empleo

Tambourine is one of the fastest-growing hospitality & tourism marketing firms. Combining best-in-class tech with creative design, we revolutionize e-commerce for hotels, resorts and destinations.

We are seeking for a Bilingual Call Center Director to join our team in Cancun (Zona Hotelera) for our business unit Reserv (booking engine). Our ideal candidate is analytical, strategy focused, detail-oriented, and a great multi-tasker.

Find us at https://www.tambourine.com

This is an On-site position at our Cancun Office.

The Director of Call Center provides strategic leadership and high-level management for three unique vertical teams within the Cancun based contact center: New Sales, Existing Sales, and the Flight Team. This role focuses on ensuring all teams meet growth goals, provide reliable and efficient support, and adhere to elite service standards. The Director is responsible for planning, developing, and reviewing long-term action plans and reporting directly to executive leadership.

Role and Responsibilities

• Strategic Growth: Create and implement high-level strategies for business growth across all three departments (New Sales, Existing Sales, and Flights).
• Performance Management: Develop key performance goals and oversee the management of staff across all departments to ensure operational excellence.
• Executive Reporting: Create and present regular, data-driven reports to executive leadership, providing insights into revenue trends and operational efficiency.
• Operational Oversight: Oversee the development and implementation of advanced service standards, procedures, and staff scheduling models based on global demand.
• Financial Accountability: Manage the total department budget and high-level business operations, particularly for the Cancun office.
• Leadership Development: Conduct high-level briefings and mentorship for department supervisors and managers to foster professional growth.

Qualifications

• Bachelor Degree
• At least 5 years of experience in call center management, with a proven track record of leading multi-functional teams (Sales and Specialized Services).
• At least 2 years of experience with Hotel/Hospitality/ Travel industry, operations and specialized logistics (such as flight/travel operations)
• Leadership: Demonstrated ability to lead through managers and supervisors, fostering a culture of accountability and high performance.
• Analytical Skills: Strong ability to interpret complex performance reports and translate data into actionable business strategies.
• Communication: Exceptional presentation and communication skills for reporting to and collaborating.
• Full Bilingual (English – Spanish)

Equal Opportunity Employer

Tambourine does not discriminate and prohibits discrimination and harassment against any employee or job applicant based on race, color, religion, gender, gender expression, sex, sexual orientation, age, marital status, national origin, disability, genetic information, pregnancy, military status, or any other protected characteristic as outlined by state, or local laws, in the process of hiring, retention, or the promotion of the employee.