Site Director

POSITION SUMMARY

As the Site Director, you will be responsible for leading the successful launch, growth, and ongoing performance of the center. This role requires an experienced operations leader with a strong BPO and telecom background who can build, inspire, and run a high-performing customer engagement operation. The ideal candidate blends strategic capability with a hands-on, low-ego approach and is comfortable taking on both leadership responsibilities and tactical work required during a new site launch. The Site Director will work closely with U.S.-based executive leadership, functional teams, and client partners.

OUR CLIENT

To further capitalize on its success, our client has strategically opened a new location in Mexico City, aimed at supporting scalable growth. This new office, located in the heart of the business district in a modern Class A building that spans 25,000 square feet, with plans for additional expansion. It features top-notch amenities, including 24-hour security, valet parking, and a LEED Gold Certification, reflecting a commitment to sustainability. The Mexico City site is designed to achieve rapid growth, catering to both existing and new client relationships from its inception. With easy access to public transport and having undergone meticulous selection by executive leadership through extensive site visits, the new office is poised to play a pivotal role in the company´s expansion within Latin America.

MAIN RESPONSIBILITIES INCLUDE

Site Launch and Operational Setup

• Lead the full operational ramp-up of the new Mexico City call center from initial launch through ongoing expansion.
• Partner with Facilities, IT, HR, Recruiting, and U.S.-based stakeholders to ensure all components of site launch are executed effectively.
• Oversee office readiness including workflow design, floor layout optimization, staffing strategies and agent enablement.
• Ensure readiness for client onboarding, calibration sessions and operational go-lives.

Operational Leadership and Performance Management

• Lead day-to-day operations across inbound and outbound sales, customer retention and customer care programs for telecom and fiber clients.
• Establish and manage KPIs, SLAs and operational dashboards that support performance, efficiency and customer satisfaction.Develop and implement operational playbooks, quality frameworks and workforce management Standards.
• Ensure compliance with client requirements, regulatory obligations and internal governance Processes.

Team Leadership and Culture Development

• Build, mentor and scale a high performing leadership team including Operations Managers,Supervisors, QA, Training and Workforce Management.
• Create a positive, inclusive and performance driven culture aligned with U.S. and Mexican workplace expectations.
• Model a collaborative, humble leadership style focused on accountability and continuous Improvement.

Client Relationship Management

• Serve as the senior on-site point of contact for U.S.-based clients and internal partners.
• Participate in business reviews, performance discussions and strategic planning with clients.
• Ensure high client satisfaction through consistent communication, operational transparency and proactive issue resolution.

Strategic Growth and Continuous Improvement

• Identify opportunities to enhance operational performance, optimize cost and expand service offerings.
• Support future business growth within the Mexico operation.
• Drive innovation and process improvements across sales, retention and customer care functions.

REQUIREMENTS AND EXPERIENCE

• Significant BPO operations leadership experience.
• Experience in the telecommunications or fiber industry supporting inbound and outbound sales, retention and customer care functions.
• Demonstrated success leading teams in high growth or rapid ramp environments.
• Strong command of operational KPIs such as sales conversion, retention, customer satisfaction, handle time and quality metrics.
• Excellent English written and verbal communication skills for daily interaction with U.S.-based leadership and clients.
• Leadership approach reflects a hands-on, low-ego, collaborative style.
• Strong English proficiency, cultural fluency, and professional communication skills are essential.

Preferred

• Experience launching or managing nearshore BPO sites in Mexico or Latin America with US-based clients.
• Knowledge of telecom customer lifecycle operations including activations, win-back, migrations, billing support and upsell or cross-sell.
• Familiarity with workforce management practices, CRM systems, dialer technology and omnichannel customer support.

COMPETENCIES

• Strategic thinking and execution.
• Operational excellence and analytical skills.
• Leadership and talent development.
• Client and stakeholder management.
• Change management capability.
• Cultural agility.
• Clear communication and negotiation.
• Entrepreneurial mindset and adaptability.

HOW TO APPLY OR

HAVE AN EXPLORATORY CONVERSATION.

If you meet the criteria described above and want to learn more, please get in touch with Veronica Vazquez at

Please attach your current resume and type "
Site Leader, Mexico City
" in the subject line of your email.