Senior Manager, Contact Center HR Services

Empresa Confidencial; Ciudad de México; On-site; MXN 1,000,000 - 2,000,000; Full time

Job summary

Empresa Confidencial seeks an experienced people leader to oversee a regional HR service center, delivering consistent, efficient, and employee-focused support across multiple markets. This role will guide through managers, strengthen governance, and partner with cross-functional teams to simplify processes and improve outcomes while expanding self-service and preserving human escalation for complex cases.

The role emphasizes workforce planning, digital enablement, and scaling best practices to

Qualifications

• 8+ years in HR operations, shared services, contact center operations, or high-volume case management.
• 3+ years of people leadership experience, including management of managers, supervisors, or team leaders.
• Demonstrated ownership of service-level agreements and performance metrics such as average handle time, first-contact resolution, customer satisfaction, and case resolution.
• Experience improving service delivery through process optimization, self-service, automation, or AI-enabled customer support solutions.
• Experience leading teams or collaborating across countries, cultures, and stakeholder groups.
• Fluency in Spanish and English, with the ability to communicate effectively with regional and global partners.
• Strong stakeholder management skills; experience working with external service providers or business process outsourcing partners is an advantage.
• Bachelor’s degree or equivalent practical experience.
• HR certifications (such as PHR, SPHR, SHRM-CP, or SHRM-SCP) and/or Lean or Six Sigma credentials are preferred.

Responsibilities

• Lead regional service center operations across multiple markets.
• Develop leaders and teams; build succession plans and strengthen accountability.
• Manage escalations and sensitive HR inquiries involving services, payroll, benefits, and exceptions.
• Drive workforce planning and capacity management to meet demand.
• Advance digital and AI-enabled support, improve self-service, routing, and automation.
• Establish performance governance with dashboards, routines, controls, and root-cause analyses.
• Partner with HR, technology, operations, and external providers to align priorities and ensure consistent service.
• Scale best practices across markets while accounting for local requirements.

Skills

People leadership

HR operations

Stakeholder management

Process optimization

AI-enabled support

Data-driven decisions

Education

Bachelor's degree

HR certifications (PHR/SPHR/SHRM)

Lean Six Sigma

Tools

HRIS

Automation tools

Analytics platforms

Job description

About the Opportunity

We are seeking an experienced people leader to oversee a regional HR service center, ensuring a consistent, efficient, and employee-focused support experience across multiple markets. This role is responsible for service delivery, operational performance, leadership development, and the continued evolution of digital and technology-enabled support.

The successful candidate will lead through managers and team leaders, strengthen service governance, and partner with cross-functional stakeholders to simplify processes, improve resolution outcomes, and expand self-service capabilities while maintaining appropriate human support for complex cases.

What You’ll Do

• Lead regional service center operations: Oversee day-to-day delivery across multiple markets, ensuring service-level commitments, timely case resolution, customer satisfaction, and consistent operating standards.
• Develop leaders and teams: Coach and develop managers, supervisors, and team leads; build succession plans, strengthen accountability, and create an environment focused on continuous improvement.
• Manage escalations and sensitive cases: Provide leadership on complex or high-impact employee inquiries involving HR services, payroll, benefits, and exceptions requiring sound judgment and discretion.
• Drive workforce planning: Develop staffing, scheduling, and capacity plans that align resources with service demand, seasonal peaks, and changing business needs.
• Advance digital and AI-enabled support: Partner with technology and process teams to improve self-service, virtual-agent capabilities, routing, and automation, while supporting adoption and ensuring effective human escalation paths.
• Establish performance governance: Build and review dashboards, service routines, controls, and root-cause analyses to address recurring issues and improve the end-to-end employee experience.
• Partner across the organization: Work with HR, technology, operations, external service providers, and other stakeholders to align priorities, resolve issues, and deliver consistent service.
• Scale best practices: Identify opportunities to standardize processes and share successful practices across markets while accounting for local requirements and needs.

What You’ll Bring

• 8+ years of progressive experience in HR operations, shared services, contact center operations, or high-volume case management.
• 3+ years of people leadership experience, including management of managers, supervisors, or team leaders.
• Demonstrated ownership of service-level agreements and performance metrics such as average handle time, first-contact resolution, customer satisfaction, and case resolution.
• Experience improving service delivery through process optimization, self-service, automation, or AI-enabled customer support solutions.
• Experience leading teams or collaborating across countries, cultures, and stakeholder groups.
• Fluency in Spanish and English, with the ability to communicate effectively with regional and global partners.
• Strong stakeholder management skills; experience working with external service providers or business process outsourcing partners is an advantage.
• Bachelor’s degree or equivalent practical experience.
• HR certifications (such as PHR, SPHR, SHRM-CP, or SHRM-SCP) and/or Lean or Six Sigma credentials are preferred.

How You’ll Make an Impact

You will help build a scalable, data-informed, and employee-centered service operation—balancing operational discipline with thoughtful use of technology, developing strong leaders, and continuously improving how employees access the support they need.

We are an equal opportunity employer and welcome applicants from diverse backgrounds.