Night-Shift On-site Contact Center Operations Lead

htnexusmx; Ciudad de México; On-site; MXN 725,000 - 781,000; Full time

Benefits offered by this job

Benefits above statutory requirements

Job summary

htnexusmx is seeking an experienced Contact Center Operations Manager to lead a high-volume on-site operation in Mexico City. The role emphasizes team leadership, service levels, and delivering strong business results while managing overnight shifts.

You will monitor KPIs, SLAs, and productivity, identify gaps, report outcomes, and drive improvements. A bachelor’s degree and 4–5 years in a contact center operations role, plus advanced English, are required.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 4–5 years of experience as an Operations Manager in a Contact Center.
• Advanced English (C1–C2).

Responsibilities

• Lead day-to-day Contact Center operations.
• Manage teams and ensure achievement of operational targets.
• Monitor KPIs, SLAs, productivity, and service levels.
• Identify performance gaps and implement improvement actions.
• Track and report operational results.

Skills

Team management

KPI tracking

Service levels

Performance management

Shift management

Education

Bachelor’s degree in Business Administration or related field

Job description

htnexusmx is seeking an experienced Contact Center Operations Manager to lead a high-volume on-site operation in Mexico City. The role emphasizes team leadership, service levels, and delivering strong business results while managing overnight shifts.

You will monitor KPIs, SLAs, and productivity, identify gaps, report outcomes, and drive improvements. A bachelor’s degree and 4–5 years in a contact center operations role, plus advanced English, are required.