Head of Contact Center Ops – Manager of Managers, Onsite

Nextiva; Región Centro; On-site; MXN 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Personal days & vacation

Savings plan

Wellness program

Career growth

Job summary

Nextiva Guadalajara is seeking an experienced Contact Center / Technical Support Operations Manager to lead a large frontline support organization onsite. You will own performance, develop leaders, and drive revenue through service while balancing customer experience and operational efficiency.

You will forecast staffing, optimize workforce capacity, and leverage AI-powered insights to improve resolution, coaching opportunities, and overall performance.

Qualifications

• 4+ years of people-leadership across customer support, care, or related services.
• 2+ years directly leading multiple Supervisors with frontline accountability.
• Experience leading a technical support or technology-focused customer support org.
• Ownership of customer support KPIs (CSAT, SLA, quality, attendance, etc.).
• Experience with driving revenue outcomes through service and customer relationships.
• Strong operational judgment and data-driven decision making.
• Ability to coach and develop people leaders and hold teams accountable.
• Knowledge of quality assurance within a customer support environment.
• Advanced business English for meetings with US-based stakeholders.
• Experience using data to forecast, plan, and optimize workforce.
• Familiarity with AI-enabled tools and automation to improve ops.

Responsibilities

• Lead a large support organization through multiple Supervisors and focus on performance development.
• Develop Supervisors into effective leaders with coaching and feedback.
• Coach on complex people-management situations and apply HR policy as needed.
• Establish a consistent operating cadence and maintain visibility across teams.
• Build a customer-first culture grounded in Measurable service standards.
• Own performance metrics across CSAT, service levels, quality, and attendance.
• Use data to identify recurring issues and drive improvement with the team.
• Translate performance data into priorities and communicate risks to stakeholders.
• Lead operational changes to improve customer and employee experiences.
• Balance revenue opportunities with service quality and compliance, enabling sales-through-service.

Skills

People leadership

Manager-of-managers

Technical support leadership

KPI ownership

Revenue ownership

Operational judgment

Leadership development

Quality assurance

Business English

Workforce analytics

AI tools experience

Tools

Salesforce

Job description

Nextiva Guadalajara is seeking an experienced Contact Center / Technical Support Operations Manager to lead a large frontline support organization onsite. You will own performance, develop leaders, and drive revenue through service while balancing customer experience and operational efficiency.

You will forecast staffing, optimize workforce capacity, and leverage AI-powered insights to improve resolution, coaching opportunities, and overall performance.