Head of Call Center Operations

Mass Markets; Mesilla (NM); On-site; USD 75,000 - 95,000; Full time

Job summary

Mass Markets is seeking an experienced Call Center Site Director to oversee all operations at their New Mexico contact center. In this executive role, you’ll provide strategic direction and ensure service delivery for both commercial and public sector clients.

The ideal candidate will manage a leadership team, drive operational excellence, and develop strategies to enhance customer satisfaction. This position requires strong organizational and communication skills along with a proven track record in customer service.

Qualifications

• Must be 18 years of age or older.
• Experience with data entry and use of a computer; ability to read and speak English fluently.
• Reliable with regular attendance and punctuality.

Responsibilities

• Manage Sales Supervisors and oversee quality, production, and scheduling.
• Implement strategic sales plans aligned with corporate objectives.
• Analyze market conditions and conduct competitive benchmarking.

Skills

Organizational skills

Communication skills

Problem-solving skills

Customer service orientation

Ability to multi-task

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows-based applications

Job description

Mass Markets is seeking an experienced Call Center Site Director to oversee all operations at their New Mexico contact center. In this executive role, you’ll provide strategic direction and ensure service delivery for both commercial and public sector clients.

The ideal candidate will manage a leadership team, drive operational excellence, and develop strategies to enhance customer satisfaction. This position requires strong organizational and communication skills along with a proven track record in customer service.