Call Center Operations Manager (Mérida)

We are looking for a Call Center Operations Manager to lead a team of customer service agents in delivering high-quality, responsive, and efficient service.This role requires strong leadership, coaching skills, and the ability to thrive in a fast-paced, performance-driven environment.As a frontline leader, you will ensure service level targets are met, staff are engaged, and customer satisfaction remains a top priority. **Key Responsibilities****Team Supervision & Performance Management**- Oversee a team of ***** call center agents, monitoring attendance, adherence, and productivity.
- Track and report daily KPIs (AHT, call resolution, QA scores, attendance, etc.).
- Conduct regular coaching, performance reviews, and one-on-ones. **Training & Onboarding**- Support new hire onboarding and provide on-the-job training.
- Identify skill gaps and coordinate with the training department to improve performance. **Customer Experience & Quality Assurance**- Ensure calls and customer interactions meet quality standards.
- Handle escalated calls and resolve customer complaints promptly and professionally. **Scheduling & Workforce Coordination**- Assist with shift scheduling and real-time adherence to ensure coverage.
- Coordinate with WFM and HR teams on scheduling, leave, and attendance issues. **Reporting & Communication**- Submit daily/weekly reports on team performance, issues, and trends.
- Act as a communication link between agents and upper management. **Qualifications**- High school diploma or equivalent required (Bachelor's degree preferred).
- 3+ years of experience in a call center environment, with at least 1 year in a leadership or senior agent role.
- Strong knowledge of call center KPIs, customer service processes, and escalation procedures.
- Proficient in Spanish; intermediate to advanced English required.
- Excellent communication, coaching, and conflict resolution skills.
- Familiarity with call center tools (e.g., CRM systems, phone systems, workforce management software). **Preferred Skills**- Experience in bilingual call centers or U.S.based campaigns- Working knowledge of QA tools and real-time monitoring dashboards- Strong multitasking and time management abilitiesPay: $26,******
- $31,****** per monthWork Location: In person Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uoy6g