Operations Manager - Process & Performance Lead

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

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.