Lead Management Supervisor - Bilingual

Zebra Technologies Corporation; Ciudad de México; Hybrid; MXN 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work

Adaptable hours

Summer Flex Fridays

Focus Fridays

Annual well-being day

Job summary

Zebra Technologies Corporation in Mexico City is seeking a Lead Management Supervisor to oversee the Marketing Contact Center, manage third-party resources, and drive inbound lead qualification and routing to sales. This hybrid onsite role requires at least three days in the CDMX office each week.

You will set KPIs, monitor SLA, provide readouts to management, and coordinate with sales, channel partners, and IT to optimize processes and data quality while leading a team and managing budget.

Qualifications

• Experience leading a Marketing Contact Center or inbound lead management is preferred.
• Proven ability to set goals, define KPIs, and report progress to leadership.

Responsibilities

• Oversee third-party resources in the Marketing Contact Center (MCC).
• Lead inbound customer lead qualification and routing in collaboration with sales, channel partners, and distributors.
• Ensure SLA adherence with the sales team and maintain lead quality through data verification.

Job description

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally. Come make an impact every day at Zebra.

What We're Looking For

• The Lead Management Supervisor oversees third-party resources in the Marketing Contact Center (MCC), leading the entire process for qualifying and handling inbound customer leads.
• This role involves a close collaboration with sales teams, channel partners, and distributors to achieve marketing revenue goals.
• This manager is responsible for the team's performance, including setting goals, defining KPIs, reporting progress (lead readouts), and taking corrective action.
• Additionally, they act as the Subject Matter Expert (SME) on any lead management projects.
• Location- ***Role is required to be onsite in México- CDMX office (Hybrid- Minimum of 3 days in the office per week).
• Accountable for team management, including day-to-day supervision, coaching, and development of the Marketing Contact Center (MCC) team.
• Responsible for achieving Service Level Agreements (SLAs) with the sales team, ensuring efficient lead routing and follow-up.
• Acts as the primary point of contact for the Marketing Contact Center, handling escalations and resolving issues effectively.
• Performs tele-profiling and data verification calls as and when required to ensure lead quality.
• Supports the promotional strategy and maintenance of the company's e-commerce platform, ensuring alignment with broader marketing campaigns.
• Helps orchestrate promotional plans and digital marketing campaigns that drive inbound inquiries and support overall revenue goals.
• Manages supplier relationships and is accountable for the team's performance and budget.
• Accountable for process documentation, training, and ensuring the team is equipped with the necessary product knowledge and tools.
• Develops and delivers performance readouts to management and key stakeholders.
• Operates effectively in a highly matrixed organization, collaborating with sales, marketing, and IT to drive results.

Benefits

• hybrid work
• adaptable hours
• Summer Flex Fridays
• Focus Fridays
• annual companywide well-being day to promote revitalization and success.