WE'RE HIRING | Operations Manager – Technical Support (Fiber) | Call Center

We are looking for an experienced Operations Manager – Technical Support to lead and develop a high-performing team of Fiber Technical Support Agents.

In this role, you will drive operational excellence, enhance the customer experience, and ensure effective technical troubleshooting for fiber internet, Wi-Fi, voice, and connected home services.

We are seeking a results-driven leader with a strong technical background in telecommunications or ISP operations, excellent coaching skills, and a proven track record of achieving performance targets in a fast-paced contact center environment.

Base salary $30,000 - $35,000

Legal benefits and additional versátil benefits (grocery vouchers, savings fund, or major medical insurance)

On site

Key Responsibilities

? Lead, coach, and develop a team of Fiber Technical Support Agents.

? Drive key operational KPIs, including First Call Resolution (FCR), Customer Satisfaction (VXS), Average Customer Troubleshooting Time (ACTT), and Dispatch Prevention.

? Monitor performance through call reviews, quality assessments, and structured coaching sessions.

? Ensure compliance with troubleshooting procedures, diagnostic tools, and Guided Workflows (GWF).

? Support agents in resolving complex technical issues and escalated customer concerns.

? Analyze performance trends and implement continuous improvement initiatives.





? Collaborate with cross-functional teams to optimize operational efficiency and customer satisfaction.

? Promote ethical sales practices, value-added services, and referral opportunities.

Required Qualifications

? 5 years of leadership experience in technical support, telecommunications, ISP operations, or contact center management.

? Advanced English proficiency.

? Strong knowledge of fiber internet, Wi-Fi networks, routers, mesh systems, and home networking.

? Solid understanding of networking fundamentals, including LAN/WAN, DHCP, DNS, NAT, and IP connectivity.

? Proven experience managing KPIs, improving team performance, and delivering operational results.

? Strong leadership, communication, analytical, and problem-solving skills.

Preferred Qualifications

? Experience supporting Fiber-to-the-Home (FTTH) services.

? Familiarity with remote diagnostic tools and technical troubleshooting workflows.

? Background in customer experience, quality assurance, or technical operations.

? Experience driving sales referrals and adoption of value-added services.

Are you ready to lead, innovate, and make an impact?

If you have the technical expertise and leadership experience to drive operational excellence, we would love to hear from you!

Apply now or send me a direct message to learn more about this opportunity.

📌 Operations Manager – Technical Support (Fiber) | Call Center (Azcapotzalco)
🏢 Tech Mahindra
📍 Azcapotzalco