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Business Process Outsourcing Director

Helport AIChiapas, Mexico

Hace 10 horas

Descripción del trabajo

Job Description

The future of AI-Powered BPO with Helport AI, Inc.

Are you a seasoned BPO leader who’s ready to take the next step and build a forward thinking and high impact operation?

At Helport AI (HPAI), we’re creating the first AI-powered BPO engine in Mexico, and we’re looking for a General Manager with vision, grit, and experience to take the lead. This is a one-of-a-kind opportunity to shape and manage a next-generation BPO center from scratch with support from a fast-growing AI company that believes in empowering talent with ownership and growth.

Company Description

At Helport, our mission is to revolutionize contact centers by delivering AI-powered insights and tools that elevate agent performance, enhance supervision, and promote optimal customer service experiences. We are dedicated to transforming customer service operations and connecting businesses with top-tier outsourcing solutions.

Role Description

This is a full-time role as a Business Process Outsourcing (BPO) General Manager. The role is on-site and located in Mexico City, Mexico. The BPO General Manager will oversee the daily operations, manage client relationships, and ensure the highest standards of service delivery.

Responsibilities include developing and implementing operational strategies, leading a team of managers and agents, ensuring compliance with industry regulations, and driving efficiency and profitability across the BPO division.

Qualifications

10+ years of experience managing BPO and call center operations.
5+ years proven experience in collections.
Proven experience building or scaling BPO operations in Mexico (specifically Mexico City).
Expert with TSR / ASR team management, KPIs, and compliance processes.
Strong leadership and team-building capabilities.
Fluent in English and Spanish.
Bachelor’s degree in Business Administration, Management, or a related field is a plus.
Experience in AI-powered customer service tools is a plus.

Responsibilities

Experience in Business Process Outsourcing (BPO) management and client relationship management

Manages site selection, leasing, fit-out, setup, and pilot launch of the Mexico City BPO center.

Knowledge of industry regulations and compliance in order to ensure compliance.

Builds the entire daily operations from scratch, including service process, WFM scheduling and compliance management.

Recruits and trains core team members (TSRs, ASRs, etc.).

Defines KPIs, quality control protocols, and process optimization.

Coordinates with tech and AI teams to standardize workflows for testing, labeling, and delivery.

Supports client onboarding and participates in local business development efforts.

Acts as regional representative in Mexico for strategic partnerships and government communications.

Compensation & Benefits :

Base monthly salary : MXN 100,000 – 130,000 (Approx. USD $5,800 – $7,000).

Year-end performance bonus : up to 20% of annual salary.

Equity incentive (based on performance during year one).

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Director • Chiapas, Mexico