ABOUT US
We are a multinational technology company with a strong presence across Asia, the United
States, and now Mexico, specializing in customer support solutions for Call Centers within the
Business Process Outsourcing (BPO) industry.
As an industry leader, we are committed to
driving innovation, operational excellence, and an outstanding employee experience across all
our locations.
Job Title:
Senior Manager Operations, Reporting to Country General Director
Job Summary
We are seeking an experienced Senior Call Center Manager to oversee the day-to-day
operations of our contact center, leading a dynamic team to deliver exceptional customer
experiences across multiple campaigns, with a strong focus on collections.
This role requires a
results-driven leader with the ability to effectively manage diverse programs including
collections, customer service, and technical support.
**Responsibilities**:
- Lead and supervise call center supervisors, ensuring all agents deliver high-quality service and
consistently meet key performance indicators (KPIs).
- Drive productivity and departmental efficiency through smart workforce allocation, process
improvements, and the effective use of technology.
- Oversee and optimize multi-campaign operations, with a particular emphasis on collections
performance, ensuring recovery targets and compliance standards are met.
- Collect, analyze, and report call center data such as costs, customer satisfaction ratings, and
campaign performance metrics.




- Establish and communicate goals for daily operations in collaboration with senior leadership and
cross-functional teams.
- Monitor and manage departmental budgets and financial targets, including collections revenue
objectives.
- Prepare and deliver performance reports and operational updates to senior management
- Hire, train, and motivate staff to maintain best-in-class service standards across all lines of
business.
- Regularly review employee performance using KPIs such as call handling time, collections
effectiveness, and customer satisfaction scores.
**Requirements**:
- Bachelor's degree or higher.
- 5+ years of leadership experience in a call center environment, preferably
managing multi-campaign operations with a strong focus on collections.
- 8+ years of experience in customer service, collections, or related fields.
- Proven ability to manage diverse teams supporting collections, customer service, and
technical support campaigns.
- Strong financial acumen and experience managing budgets and collections targets.
- Excellent communication, interpersonal, and relationship-building skills.
- Highly organized and able to work effectively under pressure in a fast-paced
environment.
- Demonstrated leadership and coaching capabilities to drive team engagement and
performance.
software, and telephony systems.
Tipo de puesto: Jornada completa, Por periodo de prueba
Duración del contrato: 3 meses
Sueldo: $9,****** - $12,****** al mes
Lugar de trabajo: Empleo presencial

📌 Gerente De Operaciones (Call Enter) (Xico)
🏢 HELPORT
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