Oversees all operational aspects of the Contact Center, including team leadership, daily operations, and facility management. Ensures Primary responsibilities are to oversee the daily operations of the Mexico City office, including facilities maintenance and related issues, providing on-site support for various business needs as directed, and coaching a team of contact center agents. The Assistant Manager will be accountable for agent training, coaching and development (under direction of Senior Operations Manager Call Center, Mexico) to ensure great service is provided to clients. Requires detailed communication and professionalism. Requires adaptable availability to work any time needed, including short notice schedule changes. Handles escalated calls by customers when appropriate.
Key responsibilities of the position include, but are not limited to:
- Supports Senior Operations Manager by providing seamless leadership, decision-making, smooth operation, and workflow continuity
- Leads, motivates, coaches, and develops agents to deliver exceptional results in a fast-paced, transforming environment
- Monitors service levels to ensure service standards are met
- Monitors results to identify and act on performance trends
- Monitors productivity of agents, updating findings to management
- Coordinates and supervises daily/weekly/monthly activities agent teams; assists with the same for other work teams within the local geographical area
- Assists agents with process, procedure, and technical questions
- Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
- Sets priorities for agent teams to ensure task completion and performance goals are met
- Documents all interactions in with employees in the employee database, including all coaching and disciplinary actions
- Handles escalated calls by customers when appropriate
- Fosters an environment that encourages employee engagement through inclusive communication practices that respect organizational hierarchy; creates opportunities for team members to contribute ideas while maintaining appropriate professional boundaries
- Demonstrates leadership that balances collaborative decision-making with respect for organizational hierarchy; solicits input from team members while maintaining clear authority structures and ensuring alignment with senior management directives
- Administers, and maintains recognition plans with management approval
- Maintains harmony among workers and resolves grievances
- Ensures adherence to all company policies and procedures
- Writes annual performance reviews for employees supervised
- Provides input for system development and testing as needed
- Ensures facilities are always clean and maintenance issues addressed promptly
- Verifies work by contractors and vendors to ensure it is completed to specifications
- Other duties as assigned
Education/Experience/Skills Requirements
- Degree in Business Administration, Tourism, Hospitality Management, or related field preferred
- Technical certification in contact center management or customer service operations preferred
- 3+ years progressive experience in contact center operations, including at least 1-2 years in a supervisory capacity
- Minimum 3 years travel industry international reservations experience
- Fluent bilingual communication skills (Spanish and English), both written and verbal
- Familiarity with Mexican labor regulations as they apply to contact center operations
- Ability to implement a balanced leadership approach that values team collaboration while respecting hierarchical decision-making structures common in Mexican professional environments
- Experience working in multinational environments with diverse teams
- Demonstrated experience in maintaining professional relationships that honor both collegial cooperation and proper management protocols
- Demonstrated experience with contact center systems including ACD reporting, call management, and workforce management platforms
- Strong proficiency with computers, including common business software such as MS Office Suite, email, spreadsheets, documents, PDFs, web browsers, etc. required
- Exhibits strong problem-solving and decision-making abilities in fast-paced environments
- Strong leadership abilities with proven success in motivating and developing teams
- Excellent organizational and planning skills with meticulous attention to detail
- Demonstrates resilience and composure when handling stressful situations
- Demonstrates excellent time management skills with proven ability to prioritize multiple competing demands effectively while maintaining composure in a fast-paced environment
- Outstanding communication skills with ability to articulate complex information clearly and persuasively
- Proven ability to build collaborative relationships across departments and functions
- Strong commitment to maintaining high ethical standards and professional integrity
Job Types: Full-time, Permanent
Pay: $37,000.00 - $65,000.00 per month
Ability to commute/relocate:
- 07800, Industrial, CDMX: Reliably commute or planning to relocate before starting work (Required)
Experience:
- call center: 3 years (Required)
- supervisory: 1 year (Required)
Work Location: Hybrid remote in 07800, Industrial, CDMX