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The Director, Call Center is the single-threaded owner for the entire Guadalajara site, responsible for leading a large-scale operation of 200+ customer service professionals. You will be responsible for all aspects of site performance, including operational excellence, financial management, talent development, retention initiatives and fostering a positive and inclusive culture. The ideal candidate is a data-driven operator with a proven track record of improving key performance indicators (KPIs), scaling teams, and developing future leaders. You are not just a manager; you are a builder, a mentor, and a strategic partner to the broader organization.

Key Responsibilities

• Strategic Leadership & Site Management:

  • Develop and execute the site’s strategic plan, ensuring alignment with global company objectives.

  • Assume full P&L responsibility for the site, including budget forecasting, cost management, and resource allocation to achieve financial targets.

  • Act as the primary site representative for executive leadership, clients, and community partners.

  • Champion a culture of continuous improvement, identifying and implementing process enhancements using methodologies like Lean, Six Sigma, or similar.

• Operational Excellence:

  • Drive best-in-class performance across all critical contact center KPIs, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), Service Level Agreements (SLAs), and Average Handle Time (AHT).

  • Oversee workforce management (WFM) to ensure optimal scheduling, adherence, and occupancy.

  • Partner with Quality Assurance (QA) teams to analyze performance trends, identify coaching opportunities, and ensure consistent service delivery.

  • Leverage data and analytics to generate actionable insights and data-driven solutions for complex operational challenges.

• Team Development & Culture:

  • Lead, mentor, and develop a team of Team Leaders, fostering a strong leadership pipeline through coaching and succession planning.

  • Champion a vibrant, inclusive, and engaging site culture that attracts and retains top talent.

  • Implement and manage recognition, engagement, and development programs to drive high employee morale and reduce attrition.

  • Oversee all site-level talent management functions, including hiring, onboarding, performance management, and career pathing.

• Education: Bachelor’s degree in Business, Management, or a related field. An MBA is highly preferred.
• Leadership Experience: A minimum of 8+ years of progressive experience in a contact center environment, with at least 5-7 years in a senior leadership role (Manager of Managers, Site Director, etc.) managing a large-scale operation (200+ full-time employees).
• Financial Acumen: Demonstrated experience managing a full P&L for a large department or site.
• Operational Expertise: Deep, hands-on knowledge of contact center operations, including WFM, QA, performance metrics, and contact center technologies (e.g., ACD, CRM, IVR).
• Proven Track Record: Tangible evidence of successfully improving key metrics such as CSAT, employee retention, and operational efficiency.
• Analytical Skills: Strong ability to analyze data, identify trends, and make informed, strategic decisions.
• Communication: Exceptional communication, presentation, and interpersonal skills, with the ability to influence and inspire at all levels of the organization.
  
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