Senior Global Call Center Leader – Monterrey

the LEGO Group; Monterrey; Presencial; Confidencial; Jornada completa

Descripción de la vacante

The LEGO Group is seeking an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. The role oversees over 100 Customer Service Advisors, driving service excellence and strong employee engagement while aligning with global strategies.

You will guide recruitment, onboarding, and performance management, coaching leaders to build high-performing teams and manage escalations for optimal outcomes across voice and digital channels.

Formación

• Extensive experience in call center operations, contact center leadership, or customer service operations.
• Proven experience leading large teams (100+ employees) in an operations environment.
• Experience managing multiple layers of leadership.
• Strong English communication skills (written and verbal).
• Demonstrated ability to manage operational KPIs and performance metrics.
• Strong leadership skills with coaching, mentoring, and team development.
• Experience collaborating with global or cross-regional teams.
• Experience with recruitment, onboarding, and workforce planning.

Responsabilidades

• Lead daily call center operations supporting 100+ customer service advisors through multiple layers of leadership.
• Serve as the site leader for the Monterrey CSE operation, aligning with global strategies.
• Manage operational performance including service level, productivity, quality, and customer satisfaction metrics.
• Analyze performance trends including attrition, absenteeism, and KPIs, implementing improvement plans.
• Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams.
• Coach and develop leaders to build engaged, high-performing teams.
• Manage customer escalations and executive-level complaints to ensure positive outcomes.
• Drive continuous improvement initiatives to increase efficiency and service quality.
• Collaborate with regional and global operations leaders to share best practices.

Conocimientos

Call center leadership

Operations management

Recruitment

Workforce planning

English communication

Performance metrics

Descripción del empleo

The LEGO Group is seeking an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. The role oversees over 100 Customer Service Advisors, driving service excellence and strong employee engagement while aligning with global strategies.

You will guide recruitment, onboarding, and performance management, coaching leaders to build high-performing teams and manage escalations for optimal outcomes across voice and digital channels.