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

📌 Site Manager (Mexicali)
🏢 Redial Bpo
📍 Mexicali