Operations Manager

The Operations Manager is responsible for overseeing the daily performance and strategic direction of the call center. This role ensures service levels, quality, and productivity goals are met while driving employee engagement and client satisfaction. The Operations Manager will lead supervisors, team leaders, and support functions across multiple campaigns or sites, ensuring seamless operations in a fast-paced BPO environment. Key Responsibilities Operational Leadership Manage day-to-day call center operations across assigned campaigns/sites. Ensure adherence to SLAs, compliance standards, and client requirements. Coordinate with Workforce Management to optimize staffing and schedules. Performance Management Monitor and analyze KPIs including AHT, CSAT, NPS, sales conversion, and attendance. Implement performance improvement plans and recognition programs. Ensure consistent delivery of quality through QA and coaching initiatives. Team Development Lead and develop supervisors, team leaders, and support staff. Promote a culture of accountability, collaboration, and continuous improvement. Drive training, mentoring, and career development initiatives. Client & Stakeholder Engagement Act as the main operational contact for client communications and escalations. Provide accurate reporting and insights on weekly/monthly performance. Partner with HR, Payroll, IT, and Facilities to support operational needs. Strategic & Financial Oversight Contribute to budgeting, forecasting, and cost control initiatives. Lead the launch and stabilization of new campaigns or sites. Recommend process improvements, technology adoption, and efficiency initiatives. Requirements Bachelor’s degree in Business Administration, Management, or related field (preferred). 5 years of call center management experience (BPO or multi-campaign preferred). Proven ability to manage large teams (100–600 agents). Strong knowledge of WFM systems, CRM tools, and reporting dashboards (Excel, Power BI, etc.). Bilingual (English/Spanish) highly preferred. Excellent leadership, problem-solving, and communication skills. Key competencies Results-driven with strong analytical skills. Ability to thrive in a fast-paced, high-volume environment. Strong interpersonal and conflict resolution skills. Client-focused mindset with an emphasis on service excellence.

Location: Ensenada, Baja California, MX

Posted Date: 11/5/2025