Site Manager

Redial BPO; Mexicali; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading BPO company is seeking a dynamic Site Manager for its operations in Mexicali. The role requires strong bilingual communication skills in English and Spanish, and a robust background in call center management. Responsibilities include overseeing daily operations, managing a team, and ensuring client satisfaction. Ideal candidates will have at least 5 years of experience in BPO management and excellent problem-solving abilities. Join a vibrant workplace that values growth and recognizes excellence.

Formación

• Minimum 5 years of experience in BPO call center management.
• At least 2 years in a senior leadership role.
• Strong understanding of U.S. customer service standards.

Responsabilidades

• Manage day-to-day operations ensuring SLAs and KPIs are met.
• Lead, coach, and develop a team of supervisors and agents.
• Serve as point of contact for U.S.-based clients.
• Ensure compliance with company policies and local labor laws.

Conocimientos

BPO call center management

Leadership

Client relationship management

Fluent in English

Fluent in Spanish

Communication skills

Problem-solving

Organizational skills

Educación

Bachelor’s degree in Business Administration or Operations Management

Herramientas

Workforce management tools

CRM systems

Microsoft Office Suite

Descripción del empleo

Job Title: Site Manager – BPO Call Center (Bilingual: English/Spanish)
Location: Mexicali Brewery Landmark, Mexicali, B.C.
Department: Operations

Job Summary

We are seeking a dynamic and experienced Site Manager to lead our BPO call center operations in Mexico, servicing U.S.-based clients. The ideal candidate will be bilingual in English and Spanish, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

Key Responsibilities

• Operational Leadership:
  • Manage day-to-day operations of the site, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
  • Implement and monitor operational strategies to improve efficiency, quality, and customer satisfaction.
• Team Management:
  • Lead, coach, and develop a team of supervisors, team leads, and agents.
  • Drive employee engagement, retention, and performance through effective communication and leadership.
• Client Relationship Management:
  • Serve as a primary point of contact for U.S.-based clients.
  • Ensure client expectations are met or exceeded through proactive communication and issue resolution.
• Compliance & Quality Assurance:
  • Ensure compliance with company policies, client requirements, and local labor laws.
  • Collaborate with quality assurance and continuous improvement department to drive performance of client initiatives and requirements.
• Reporting & Analysis:
  • Provide regular performance reports to internal stakeholders and clients.
  • Analyze trends and recommend strategic actions to improve results.
• Culture & Values Alignment:
  • Champion a workplace culture that reflects our Winning As One motto and core company values.
  • Foster an inclusive, collaborative, and high-energy environment where employees feel connected to the mission and empowered to succeed.
  • Promote behaviors and practices that reinforce teamwork, integrity, accountability, and continuous improvement across all levels of the site.

Qualifications

• Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.
• Bachelor’s degree in Business Administration, Operations Management, or related field a plus.
• Fluent in English and Spanish (spoken and written).
• Proficient in workforce management tools, CRM systems, and Microsoft Office Suite.
• Strong understanding of U.S. customer service standards and expectations.
• Proven ability to lead large teams and manage complex operations.
• Excellent communication, problem-solving, and organizational skills.

Preferred Skills

• Experience working with U.S. clients in a nearshore BPO environment.
• Knowledge of Six Sigma, Lean, or other process improvement methodologies preferred.
• Familiarity with remote and hybrid workforce models.

Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.