• Opportunity in Puebla
• Head of call center operations reporting to CEO & Chairman

Sobre nuestro cliente

Multinational company with operations across the LATAM region with strong presence in Mexico ( Puebla)

Descripción

• Provides strategic leadership to align operations with business goals and client expectations.
• Fosters a customer-focused, high-performance way of working within a service-oriented environment.
• Oversees all key functions including HR, Quality, Training, WFM, and Facilities.
• Sets and monitors KPIs, driving continuous improvement and operational excellence.
• Implements process enhancements to improve efficiency and manage costs.
• Optimizes resource allocation across people, systems, and infrastructure.
• Coaches leadership teams to promote accountability, collaboration, and innovation.
• Manages client relationships and leads regular business performance reviews.
• Leverages data to inform decision-making and resolve operational challenges.
• Ensures compliance with regulatory, internal, and client-specific requirements.
• Oversees operational budgets to maximize ROI and support strategic goals.
• Identifies risks and implements proactive mitigation plans.
• Partners on hiring and onboarding strategy to maintain workforce readiness.
• Maintains consistent service delivery aligned with performance standards.
• Enforces internal policies and drives alignment across departments.
• Leads resolution of complex issues with a solution-focused mindset.
• Drives project outcomes through performance coaching and monitoring.
• Embodies organizational values and champions innovation and growth.

Perfil buscado

• 5+ years of senior leadership experience in operations, ideally within the BPO or contact center sector.
• Proven success managing complex, multifunctional teams and cross-departmental initiatives.
• Strong financial acumen and experience owning budgets and driving performance improvement.
• Excellent interpersonal, negotiation, and stakeholder management skills.
• In-depth knowledge of industry regulations, compliance, and operational frameworks.
• Advanced proficiency in data analysis and business intelligence tools.
• Bilingual in Spanish and English (required or preferred depending on client needs).
• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred).

Qué Ofrecemos

Reallocation support + Executive Benefits

Contacto

Luis Ahumada

Ingresar referencia para vacante

JN-052025-6736627