Contact Center Operations Manager
Guadalajara, Onsite · 2+ years experience · Onsite · Posted Oct 9, 2026
At a glance
- Experience
- 2+ years experience
- Workplace
- Onsite
- Location
- Guadalajara, Onsite
About the role
- As a Contact Center / Technical Support Operations Manager, you will lead a large technical customer support organization through multiple Supervisors.
- This is a manager-of-managers role with accountability for the broader frontline organization, balancing customer experience, technical support performance, workforce capacity, quality, attendance, and commercial results.
Responsibilities
- Lead a sizable customer support organization through multiple direct-report Supervisors, with accountability for the performance and development of their teams.
- Develop Supervisors into effective, performance-driven leaders, strengthening their ability to coach employees, deliver actionable feedback, address underperformance, navigate difficult conversations, and hold their teams accountable.
- Coach Supervisors through complex people-management situations, including employee conflicts, performance improvement plans, and disciplinary matters.
- Establish clear expectations and a consistent operating cadence, balancing accountability with the autonomy Supervisors need to lead effectively.
- Own the performance of a technical customer support organization, across CSAT, service levels, quality, AHT, attendance, and commercial results.
- Use operational data to identify recurring issues, performance gaps, and opportunities to improve customer experience.
- Take an active role in forecasting, staffing, scheduling, and capacity planning.
- Use AI-powered insights, automation, reporting, and support data to identify trends, surface coaching opportunities, and improve operational decision-making.
- Monitor participation and results, address performance gaps, and report commercial performance alongside customer experience and service metrics.
- Partner with relevant teams on revenue target setting, incentive design, pipeline visibility, and qualified expansion opportunities.
Requirements
- 4+ years of people-leadership experience across customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.
- 2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders, with accountability for a sizable frontline customer support organization.
- Experience leading a technical support or technology-focused customer support organization in which teams troubleshoot product, service, connectivity, software, hardware, or other technical customer issues.
- Demonstrated ownership of customer support KPIs such as CSAT, service level/SLA, quality, AHT, attendance/adherence, productivity, and related operational measures.
- Prior experience being personally accountable for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, expansion, or a comparable service-to-sales metric.
- Strong operational judgment and demonstrated ability to use data to identify root causes, prioritize actions, and drive measurable improvement.
- Demonstrated ability to coach and develop people leaders, set measurable expectations, address performance gaps, and hold leaders accountable for sustained improvement.
- Strong knowledge of quality assurance practices within a customer support environment.
- Advanced business English with the ability to lead meetings, coach employees, discuss complex operational issues, and present results and recommendations to US-based stakeholders.
- Hands-on experience using volume, productivity, staffing, scheduling, and/or service-level data to make workforce and capacity decisions.
Preferred qualifications
- Experience in telecom, BPO/CX, enterprise software, or SaaS operations.
- Experience supporting B2B customers or technology products.
- Prior experience in a sales, account management, or sales leadership role, within a customer-facing or service organization.
- Familiarity with Salesforce or another CRM platform.
- Experience with workforce management, quality, reporting, or analytics tools.
- Experience leading projects or implementing operational changes.
- Experience working with US-based or other international stakeholders.
Benefits
- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
- Life Insurance (24 times your monthly salary)
- 10 personal days before first anniversary, 12 vacation days on first anniversary, and 5 personal days annually thereafter
- 30-day Christmas bonus
- 50% vacation premium
- Company-matched food vouchers (1 UMA/month)
- 13% matched savings fund (capped at 1.3x annual UMA)
- Employee Assistance Program and comprehensive wellness initiatives
- Access to ongoing learning and development opportunities and career advancement
Workplace
- This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.).
- This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment.
Skills
- Salesforce
- CRM
- AI
- Automation
