Operations Manager

CXCENTRODECONTACTO; Monterrey; On-site; MXN 700,000 - 1,100,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

KPIs

Performance management

Process improvement

Coaching

Communication

MS Office

Dashboard mindset

Tools

MS Office

BI dashboards

Job description

Operations Manager – Monterrey Location: Monterrey, Nuevo León – Onsite️ Schedule: Monday to Friday Hours: Schedule to be confirmed; typically 8:00 AM–5:00 PM Work arrangement: OnsiteAbout the RoleWe’re looking for an Operations Manager to join our team in Monterrey and help lead day-to-day operations in a fast-paced BPO/customer service environment.In this role, you’ll be responsible for leading teams, improving processes, monitoring performance, and making sure we continue delivering a great experience for both our clients and customers.If you’re someone who enjoys leading people, solving problems, improving processes, and turning operational goals into results, this could be a great opportunity for you.What You’ll DoLead and develop operations teams to achieve performance and business goals.Coach, mentor, and support supervisors and team members.Monitor key operational metrics such as quality, productivity, service levels, and customer satisfaction.Identify opportunities to improve processes and implement solutions.Work closely with leadership and other departments to address operational challenges.Create and execute action plans based on business needs and performance results.Communicate updates, priorities, and expectations clearly to your team.Help ensure our teams have the tools, skills, and resources they need to succeed.Build a positive, collaborative, and accountable team environment.Support strategic initiatives and continuous improvement projects.What We’re Looking For3+ years of experience in operations leadership, preferably in a BPO, contact center, customer service, or similar environment.Experience managing teams and developing supervisors or other leaders.Strong understanding of operational KPIs and performance management.Customer service mindset with a focus on quality and client satisfaction.Strong problem-solving and decision-making skills.Excellent communication and leadership skills.Ability to manage multiple priorities in a fast-paced environment.Comfortable working with Microsoft Office and standard business tools.Ability to work independently while collaborating effectively with different teams. It’s a Plus If You Have:Experience working in a BPO or contact center environment.Experience leading large teams.Experience with process improvement initiatives.Experience working with performance dashboards, scheduling tools, or quality management systems.Why Join Us?You’ll have the opportunity to lead a growing operation, develop people, improve processes, and make a real impact on the business.If you’re ready for your next challenge and enjoy building high-performing teams, we’d love to hear from you! Interested? Apply now or send us your resume to learn more.