Operations Manager Guadalajara

Alorica; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service provider in Mexico is seeking a management professional to oversee performance and quality standards in a contact center environment. Candidates must have at least 2 years of experience in management roles, strong communication skills in English, and proficiency in Microsoft Office and Power BI. This on-site role focuses on creating a safe workspace while achieving efficiency initiatives.

Formación

• At least 2 years of experience in a management or leadership position in a contact-center/BPO.
• SPO and documentation-driven processes.

Responsabilidades

• Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
• Manages all efficiency initiatives while creating a safe workspace for employees.
• Troubleshoots and creates action plans to address problems quickly.
• Identifies processes needing improvement to meet company goals.
• Monitors key metrics to support meeting/exceeding initiative objectives.

Conocimientos

Self-Motivation

Proactive Attitude

Strong Sense of Responsibility

Ability to Work under Pressure

Risk Management

Strategic Planning

Leadership

Advanced English (B2+)

Excellent Communication Skills

Herramientas

Microsoft Office

Power BI

Intermediate Excel Skills

Citrix Environment

Salesforce Knowledge

Descripción del empleo

YOUR DAY-TO-DAY

• Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
• Manages all efficiency initiatives while creating a safe workspace/environment for our employees.
• Troubleshoots and creates action plans to quickly and effectively address problems.
• Identifies processes that need improvement to meet company and client goals.
• Monitors all key metrics in support of meeting/exceeding initiative objectives.

Qualifications

• Self-Motivated and Proactive, Strong Sense of Responsibility and Ability to Work underpressure.
• SPO and documentation-driven processes.
• Payables LOB background, preferred.
• Risk management and strategic planning skills.
• Assertiveness, strong presentation skills, excellent interpersonal and leadershipabilities.
• On-Site position in GDL.
• Advanced English level B2+oral and written) and excellent communication skills.
• At least 2 years of experience in a management or leadership positions in a contact-center-BPO, required.
• Proficiency in Microsoft Office and Power BI required; intermediate Excel skills required.
• Citrix environment. Sales force knowledge, preferred.