Operations Manager

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

Operations Manager - Call Center

Department: Operations

Location: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Job Type: Full time.

Schedule: Monday to Friday, with schedule availability.

Objective

Manage the daily operations of a Healthcare campaign, leading specialists to achieve goals while maintaining high standards for quality, productivity, and compliance.

Main Activities

• Campaign & Task Management: Plan and prioritize daily campaign activities, distribute workloads, monitor execution, and ensure follow up and collections targets are achieved.
• Team Leadership: Manage and develop agents through coaching, performance reviews, team meetings, and accountability for productivity, quality, attendance, and results.
• Quality & Compliance: Ensure calls, documentation, consent processes, and customer interactions follow approved healthcare, privacy, quality, and campaign guidelines.
• CRM & Lead Management: Maintain accurate lead records, monitor pipeline activity, and ensure timely follow-ups and callbacks.
• Performance & Reporting: Analyze KPIs and campaign trends, identify performance gaps, implement action plans, and communicate results, risks, and opportunities to management and clients.
• Workforce Management: Monitor staffing, attendance, schedule adherence, turnover, and coverage to support operational needs.
• Training & Readiness: Coordinate onboarding, ongoing training, and campaign updates to ensure specialists understand the Healthcare program, CRM requirements, and collections expectations.
• Continuous Improvement: Identify and implement opportunities to improve productivity, conversion, quality, and overall campaign performance.

Requirements

Education & Experience

• Bachelor's degree in business administration, Communications, or a related field (master's degree a plus).
• Call center experience, including at least 2–3 years in a managerial or leadership role.
• Experience managing conversion goals, lead follow-up or collections performance.
• Proven success in managing large teams and driving performance improvements.

Skills & Competencies

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

As Part Of Our Team, You Can Expect

• Competitive Salary
• Professional career path
• Great work environment
• Law 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 suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.