Senior Call Center Leader - SLA & Performance (Onsite MX)

Turtle Trax S.A.

Monterrey

Presencial

MXN 446.400 - 669.600

Jornada completa

14 días+

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Descripción de la vacante

Turtle Trax S.A. requires a Supervisor/Manager Call Center to lead onsite operations in Monterrey, overseeing service desk governance and achieving SLA/KPI targets. The role demands 5+ years of experience, strong English proficiency, and proven leadership within a mid-senior team.

The position is full-time and onsite at Monterrey/Saltillo, with a focus on performance reviews and continuous improvement. The ideal candidate will drive reporting, analytics, and self-service initiatives to optimize

Formación

5+ years experience in Service Desk Operations and Governance.
Experience delivering SLA/KPI management and performance governance.
Demonstrated leadership and team management skills.
Experience with escalation/incidents and governance reporting.
Experience with QA and continuous improvement programs.
Experience with self-service analytics and automation initiatives.

Responsabilidades

Oversee service desk operations and governance with focus on SLA/KPI attainment.
Lead and develop the call center team to drive performance.
Manage escalations and incident response.
Produce regular performance reports and conduct operational reviews.
Drive quality assurance and continuous improvement initiatives.
Develop self-service analytics and automation to improve efficiency.