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Call Center General Manager

hace 1 día

Ciudad de México, Ciudad de México, República Dominicana Latino Legends A tiempo completo US$2,000 - US$2,500
Call Center General Manager

Location: Remote from LATAM
Compensation: $2,000–$2,500 USD/month
Schedule: Monday–Friday, 9 AM – 6 PM EST (with flexibility for occasional weekend coverage)
Payment Methods: Bank Transfer, Wise, Payoneer, or Remitly
Time Off: U.S. federal holidays + 10 PTO days
Engagement: Full-time, long-term

About the Opportunity

Latino Legends is partnering with a fast-growing U.S.-based service provider in the self-storage industry to hire a Call Center General Manager. This company operates a specialized call center that supports self-storage facility owners by boosting lead conversions, improving customer experience, and strengthening day-to-day operational performance. With a growing customer base and increasing demand, they're now seeking a hands-on operator to lead daily execution and drive scalable growth.

Role Overview

We are searching for a proactive, experienced, and execution-driven leader to run the daily operations of the call center and spearhead its scaling efforts. The ideal candidate has previously scaled a call center team, can build and manage a high-performing agent organization, and is comfortable collaborating closely with founders on technology and process improvements. Experience in self-storage or real estate operations is a plus.

Key Responsibilities

  • Scale Operations: Design and implement the processes required to expand from the current customer base into a high-volume, multi-agent operation.

  • Team Leadership: Recruit, train, and manage call center agents and team leads. Establish KPIs, conduct performance reviews, and foster a culture of excellence.

  • Tech Integration: Oversee implementation and optimization of the call center technology stack, including CRMs, VOIP systems, and automation tools.

  • Daily Management: Maintain the operational "pulse" of the center, ensuring sales targets are met, service levels remain high, and efficiency is never compromised.

  • Strategy & Execution: Collaborate closely with ownership to convert business goals into actionable operational plans.

Qualifications

  • Call Center Expertise: Proven experience scaling a call center environment from early-stage or mid-stage to a larger, more complex operation.

  • Management Track Record: Demonstrated ability to manage multiple agents and team leads while upholding strong performance standards.

  • Tech-Savvy: Comfortable working with modern call center software tools and leveraging technology to improve workflows and reporting.

  • Industry Knowledge: Ideally, experience in self-storage or real estate operations, with an understanding of facility owner and tenant needs.

  • Entrepreneurial Mindset: Thrives in fast-moving, ambiguous environments and excels at building structure from the ground up.

What Success Looks Like in the First 90 Days

  • Stabilize daily operations and staffing coverage

  • Establish KPIs, dashboards, and a weekly operating rhythm

  • Improve lead response time and conversion consistency

  • Implement a training and QA program with measurable improvements

  • Build a hiring plan that supports customer growth