Operations Manager

Redial BPO; Mexicali; Presencial; MXN 446.400 - 669.600; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Salary

Professional career path

Great work environment

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

Descripción de la vacante

Redial BPO is seeking an Operations Manager for their call center in Mexicali. The role involves managing operational human resources, ensuring compliance with security protocols, and driving performance improvements through effective leadership and analytics.

The ideal candidate will have a Bachelor's degree in business administration, at least 2-3 years of relevant managerial experience, and strong skills in leadership, analytical problem-solving, and call center software.

Join a supportive team with competitive salaries and professional growth opportunities!

Formación

• Bachelor’s degree in business administration, Communications, or a related field.
• 2–3 years in a managerial or leadership role within a call center.
• Proven success in managing large teams and driving performance improvements.

Responsabilidades

• 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 stipulated goals.

Conocimientos

Leadership and people management

Analytical and problem-solving skills

Call center software proficiency

Understanding of call center metrics

Organizational and multitasking skills

Communication and interpersonal skills

Budget management

Educación

Bachelor’s degree in business administration or related field

Master’s degree a plus

Herramientas

CRM platforms

WFM tools

Performance dashboards

Descripción del empleo

Operations Manager - Call Center

Department: Operations

Location: Edificio Histórico de la Cervecería Mexicali, Avenida Gral. Ignacio Zaragoza 1298, Colonia Nueva, 21100 Mexicali, B.C.

Job Type: Full time.

Schedule: Monday to Friday, with schedule availability.

Objective

Administration of operational human resources and materials to assure the correct performance in the line or lines of businesses, ensuring compliance in security protocols and quality. Analyze, evaluate and track the indicators of operational performance so they can be reached in an efficient manner

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 stipulated goals.
• Analize absenteeism tendencies and rotation in the line or lines of businesses who is in charge of.
• Authorize the application of disciplinary cycle and absences of the staff, taking considering service levels and occupation.
• Report operational losses to the parts involved in the process of firing/quitting personnel.

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.
• 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.

Benefits

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!

Equal Employment Opportunity Statement

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.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.