Job Description

We are seeking a strategic, visionary, and tech-forward Senior Manager, Call Center to lead our entire outbound call center operations. In this role, you will hold full operational and financial accountability for the Business Unit, defining the strategic roadmap, owning the annual budget, and designing robust capacity planning models to optimize outbound campaign operations. A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across outbound calling teams. Managing an advanced team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards, outbound conversion targets, and SLA delivery.

What You Will Do

- Strategic Leadership: Define the long-term operational roadmap for outbound call center operations to align with integral corporate growth.

- Outbound Operations & Performance Framework: Design, strengthen,



and implement a robust business performance framework tailored to outbound calling environments to drive conversion, accountability, and continuous evaluation across all levels.

- AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze call metrics, and drive operational efficiency across dialers and agents.

- Budget & Capacity Planning: Own the annual budget, forecast expenditures, and design data-driven workforce capacity planning models to balance outbound agent allocation and campaign workload shifts.

- People Development: Mentor, coach, and develop call center team leads and managers, establishing clear career progression and alignment with core operational KPIs.

- Operational Execution: Oversee multi-team delivery, set daily outbound priorities, optimize agent utilization and dialer resources, and resolve operational bottlenecks.

- Stakeholder Management: Serve as the call center operations subject matter expert and deliver strategic updates to senior leadership, external vendors, and regulators.

📌 Senior Manager, Call Center (Guadalajara)
🏢 The Nielsen
📍 Guadalajara