Job Description
Job Title: Site Manager - BPO Call Center (Bilingual: English/Spanish)
Location: Zona Centro, Esquina Sara (4ta y Revolución), Tijuana, 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, cl...
Location: Zona Centro, Esquina Sara (4ta y Revolución), Tijuana, 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, cl...
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