Monterrey Onsite Operations Lead – BPO & CX Excellence

CXCENTRODECONTACTO; Monterrey; Presencial; MXN 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

CXCENTRODECONTACTO is seeking an Operations Manager in Monterrey to lead day-to-day operations within a fast-paced BPO/customer service environment. You will coach supervisors, drive performance and implement process improvements to ensure high-quality client and customer experiences.

The role focuses on monitoring KPIs, developing teams, and collaborating with cross-functional leaders to turn operational goals into measurable results.

Formación

• 3+ years of experience in operations leadership in a BPO/contact center or similar setting.
• Proven ability to manage supervisors and develop leaders.
• Strong understanding of KPIs, quality, productivity and customer satisfaction.

Responsabilidades

• Lead and develop operations teams to achieve performance and business goals.
• Coach, mentor, and support supervisors and team members.
• Monitor key metrics such as quality, productivity, service levels and CSAT.
• Identify opportunities to improve processes and implement solutions.
• Work with leadership to address operational challenges.
• Create and execute action plans based on business needs.
• Communicate updates and priorities clearly to the team.
• Foster a positive, collaborative and accountable environment.

Conocimientos

Team leadership

KPIs

Performance management

Process improvement

Coaching

Communication

MS Office

Dashboard mindset

Herramientas

MS Office

BI dashboards

Descripción del empleo

CXCENTRODECONTACTO is seeking an Operations Manager in Monterrey to lead day-to-day operations within a fast-paced BPO/customer service environment. You will coach supervisors, drive performance and implement process improvements to ensure high-quality client and customer experiences.

The role focuses on monitoring KPIs, developing teams, and collaborating with cross-functional leaders to turn operational goals into measurable results.