Supervisor/Manager Call center

Turtle Trax S.A.; Monterrey; Presencial; MXN 446.400 - 669.600; Jornada completa

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.

Conocimientos

Service Desk Operations

SLA/KPI Management

Leadership

Incident Management

Reporting & Reviews

Quality Assurance

Analytics & Automation

Descripción del empleo

Supervisor/Manager Call Center

Turtle Trax S.A.

Location: Onsite Monterrey/Saltillo

Language: Advanced English

Responsibilities and Experience

• Service Desk Operations and Governance – 5+ years experience
• SLA, KPI, and Performance Management
• Leadership and Team Management
• Escalation and Incident Management
• Reporting and Operational Reviews
• Quality Assurance and Continuous Improvement
• Self‑Service, Analytics, and Automation

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other