Senior BPO Operations Leader for KPI and Client Success

Redial BPO; Tijuana; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Redial BPO in Mexico is seeking a Senior Operations Manager to lead multi-client BPO call center operations, ensure KPI achievement, and drive continuous improvement. The role oversees daily operations, manages senior teams, and aligns with the company’s Winning as One culture.

The ideal candidate brings 5+ years in BPO leadership, strong English and Spanish, and experience guiding cross-functional teams to deliver outstanding customer service to U.S. and UK clients.

Formación

• Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.
• Fluent in English and Spanish (spoken and written).
• Proven ability to lead large teams and manage complex operations.

Responsabilidades

• Lead end-to-end delivery and ensure achievement of SLAs and KPIs for client programs.
• Drive productivity, quality, and customer experience through strategic planning and optimization.
• Provide accurate forecasting, capacity planning, and reporting to stakeholders.
• Mentor Operations Managers and Supervisors to foster a high-performance culture.

Conocimientos

People leadership

Strategic thinking

Collaboration

Resilience

Client relationship management

English proficiency

Educación

Bachelor's degree in business administration

Herramientas

CRM systems

MS Office

Descripción del empleo

Redial BPO in Mexico is seeking a Senior Operations Manager to lead multi-client BPO call center operations, ensure KPI achievement, and drive continuous improvement. The role oversees daily operations, manages senior teams, and aligns with the company’s Winning as One culture.

The ideal candidate brings 5+ years in BPO leadership, strong English and Spanish, and experience guiding cross-functional teams to deliver outstanding customer service to U.S. and UK clients.