Operations Manager

Redial BPO; Mexicali; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A call center management company in Mexicali is looking for an Operations Manager to oversee operational performance and compliance with security protocols. The ideal candidate will have over 5 years of call center experience, including managerial roles, and possess excellent leadership and analytical skills. This position offers competitive salary and career development opportunities in a positive work environment.

Servicios

Competitive salary

Career development opportunities

Positive work environment

Legal benefits: IMSS, Infonavit, Fonacot, Caja de Ahorro

Formación

• 5+ years of call center experience, including 2–3 years in a managerial role.
• Proven success in managing large teams and improving performance.

Responsabilidades

• Measure operational results and calculate weekly productivity incentives.
• Present results to the client and top management.
• Monitor strategies and action plans based on results and goals.

Conocimientos

Strong leadership and people management skills

Excellent analytical and problem-solving abilities

Proficiency with call center software, CRM, WFM tools

Deep understanding of call center metrics and quality assurance

Outstanding communication and interpersonal skills

Educación

Bachelor’s degree in Business Administration, Communications, or related field

Master’s degree preferred

Herramientas

CRM tools

WFM tools

Descripción del empleo

We are looking for a talented Operations Manager for our call center!

Objective:

Administration of operational human resources and materials to assure the correct performance in the line or lines of businesses, ensuring compliance with security protocols and quality. Analyze, evaluate, and track the indicators of operational performance to meet targets efficiently.

Main Activities:

• Measure operational results and calculate weekly productivity incentives.
• Evaluate productivity reports and operational rankings.
• Present results to the client and top management.
• Monitor strategies and action plans based on results and goals.
• Analyze absenteeism trends and staff rotation in the lines of business.
• Authorize disciplinary actions and manage staff absences, considering service levels and occupancy.
• Report operational losses related to personnel firing or quitting processes.

Requirements:

Schedule availability:

• Monday to Friday, from 6 am to 5 pm PST.

Education & Experience:

• Bachelor’s degree in Business Administration, Communications, or related field (Master’s degree preferred).
• 5+ years of call center experience, including 2–3 years in a managerial role.
• Proven success in managing large teams and improving performance.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent analytical and problem-solving abilities.
• Proficiency with call center software, CRM, WFM tools, and dashboards.
• Deep understanding of call center metrics and quality assurance.
• Organizational and multitasking skills.
• Outstanding communication and interpersonal skills.
• Ability to work in a fast-paced, high-pressure environment.
• Experience in budget management is a plus.

Benefits:

• Competitive salary
• Career development opportunities
• Positive work environment
• Legal benefits: IMSS, Infonavit, Fonacot, Caja de Ahorro, etc.

Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All qualified applicants will be considered based on their qualifications, experience, and competencies. We do not discriminate based on race, gender, age, disability, religion, sexual orientation, or any protected characteristic. REDIAL BPO will never request payment for applications or interviews. Reports of such requests should be made immediately.