Customer Service Center Manager

Job Title: Customer Service Center Manager (BPO / Call Center)
Location: Villahermosa, Tabasco, Mexico
Job Type: Full-time | Onsite
Work Schedule: Mountain Standard Time (MST) Hours

Company Overview

CSV Now, a trusted talent acquisition partner for Silicon Valley startups, is expanding into Mexico to deliver high-quality outsourcing solutions for small and medium-sized businesses.

With established success in the Philippines BPO industry, we are now launching our Mexico operations. This is a unique opportunity to be part of the founding team , helping shape the culture, processes, and growth trajectory of this exciting new site.

Role Overview

As the Customer Service Center Manager , you will oversee daily call center operations, manage performance, and ensure service excellence across teams. You’ll be responsible for building strong client relationships, maintaining KPIs, and driving continuous improvement.

This role is crucial in our Mexico expansion, and you’ll play a central part in scaling operations while enjoying long-term career growth opportunities.

What You’ll Be Doing

• Lead, coach, and develop a team of supervisors and agents to meet performance standards and client expectations.
• Oversee workforce management, scheduling, and staffing to ensure optimal coverage during MST hours.
• Monitor KPIs and operational metrics, providing regular reports and action plans for improvement.
• Collaborate closely with clients to align on service delivery, performance targets, and business needs.
• Ensure compliance with company policies, processes, and quality standards.
• Drive process improvements, employee engagement initiatives, and performance management strategies.
• Support recruitment, training, and onboarding of new hires as operations expand.

Who We’re Looking For

• Minimum 1years of experience in BPO/call center operations management.
• Proven leadership experience managing teams and achieving performance goals.
• Strong understanding of KPIs, workforce management, and client relations.
• Excellent English communication skills (written and verbal).
• Ability to thrive in a fast-paced, startup-like environment .
• Experience inhandling North American accounts is a strong plus.
• Flexible and adaptable, with a passion for building something from the ground up.

Work Schedule & Location

Onsite in Villahermosa, Tabasco .

Work hours aligned to Mountain Standard Time (MST) .

Full-time role with immediate start preferred.

Perks and Benefits

• Competitive salary and benefits package.
• Government-mandated benefits in Mexico.
• Career growth opportunities as part of the founding team .
• Collaborative, dynamic, and entrepreneurial work environment.
• Chance to directly shape the company’s Mexico operations and grow with the business.