Sequoia Connect

Discussion

Call Center Manager

  • Experience managing complex Escalation and Incident Management frameworks (ITIL knowledge is a plus).
  • Proven track record implementing Self-Service channels, Analytics, and Automation in a contact center environment.

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

We are currently searching for a Call Center Manager:

We are looking for an experienced, dynamic, and results-driven Call Center Manager to oversee our daily operations and lead our team to success. In this role, you will be responsible for maintaining high performance standards, ensuring excellent customer service delivery, and driving key operational metrics. If you have a strong background in BPO management, exceptional leadership skills, and are fully bilingual, we want you on our team!

Key Responsibilities:

  • Service Desk Operations and Governance: Oversee daily call center and service desk operations, ensuring optimal staffing levels, adherence to schedules, and an efficient, well-governed workflow.
  • SLA, KPI, and Performance Management: Relentlessly monitor, track, and analyze key performance indicators (KPIs) such as SLA, CSAT, AHT, QA scores, and attrition rates to meet and exceed contractual goals.
  • Leadership and Team Management: Supervise, mentor, and coach call center supervisors, team leaders, and frontline agents to foster a culture of high performance and accountability.
  • Escalation and Incident Management: Act as the ultimate point of resolution for critical issues, managing escalations and major incidents swiftly to minimize impact on operations and client satisfaction.
  • Reporting and Operational Reviews: Act as a main point of contact for clients, expertly presenting operational reports, leading Quarterly Business Reviews (QBRs), and proposing continuous improvement strategies.
  • Quality Assurance and Continuous Improvement: Identify operational bottlenecks and implement strategic solutions to enhance overall productivity and service quality.
  • Self-Service, Analytics, and Automation: Champion initiatives to modernize support through self-service portals, leveraging data analytics to drive decisions, and implementing automation to reduce manual workload.
  • Talent Development: Partner with HR and Training departments to ensure effective onboarding, continuous training, and clear career pathing for the operations team.

Requirements:

  • Experience: 5+ years of proven experience as a Call Center Manager, Service Desk Manager, or Operations Manager strictly within the BPO/Call Center industry.
  • Core Skills: Strong leadership, deep data analysis capabilities, conflict resolution, and sharp decision-making skills.
  • Operational Expertise: Master-level understanding of SLA, KPI, and Performance Management methodologies.
  • High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery within high-pressure environments.
  • Technologist DNA: A deep understanding of the difference between "coding" and "engineering" (or in this context, the difference between simple call taking and strategic Service Desk Governance & Automation).

Desired:

  • Experience managing complex Escalation and Incident Management frameworks (ITIL knowledge is a plus).
  • Proven track record implementing Self-Service channels, Analytics, and Automation in a contact center environment.

Languages

  • Advanced Oral English.
  • Advanced Spanish.

Note:

  • On-site. | Monterrey and Saltillo


If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/

Requirements

  • Experience: 5+ years of proven experience as a Call Center Manager, Service Desk Manager, or Operations Manager strictly within the BPO/Call Center industry.
  • Core Skills: Strong leadership, deep data analysis capabilities, conflict resolution, and sharp decision-making skills.
  • Operational Expertise: Master-level understanding of SLA, KPI, and Performance Management methodologies.
  • High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery within high-pressure environments.
  • Technologist DNA: A deep understanding of the difference between "coding" and "engineering" (or in this context, the difference between simple call taking and strategic Service Desk Governance & Automation).
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