Healthcare Call Center Operations Leader

Redial BPO; Mexicali; On-site; MXN 350,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Great work environment

Legal benefits (IMSS, Infonavit, Fonac

Job summary

Redial BPO in Mexicali seeks an Operations Manager to oversee daily call center operations for a Healthcare campaign, ensuring quality, productivity, and compliance across all teams. You will lead agents through coaching, monitor KPIs, manage workflows and schedules, and collaborate with clients to drive performance improvements while upholding privacy and regulatory standards.

This role emphasizes training, workload planning, and continuous improvement to achieve targets and deliver excellent

Qualifications

• Bachelor’s degree in business administration, communications, or a related field.
• 2–3 years in a managerial or leadership role in a call center.
• Experience managing conversion goals, lead follow-up or collections performance.
• Proven success leading large teams and driving performance improvements.

Responsibilities

• Plan and prioritize daily campaign activities and workloads.
• Lead and coach agents to boost productivity and quality.
• Ensure calls and processes comply with healthcare and campaign guidelines.
• Maintain accurate lead records and monitor pipeline activity.
• Analyze KPIs and campaign trends and implement action plans.
• Monitor staffing, attendance, and schedule adherence.
• Coordinate onboarding and ongoing training for the Healthcare program.
• Identify opportunities to improve productivity, conversion, and quality.

Skills

Leadership

Analytical thinking

Communication skills

Organizational skills

Budget management

Process improvement

Call center metrics

Education

Bachelor's degree in business administration/communications

Tools

CRM software

WFM tools

Performance dashboards

Job description

Redial BPO in Mexicali seeks an Operations Manager to oversee daily call center operations for a Healthcare campaign, ensuring quality, productivity, and compliance across all teams. You will lead agents through coaching, monitor KPIs, manage workflows and schedules, and collaborate with clients to drive performance improvements while upholding privacy and regulatory standards.

This role emphasizes training, workload planning, and continuous improvement to achieve targets and deliver excellent