Senior Operations Lead - Contact Center Performance

CCSi; Ciudad de México; On-site; MXN 374,000 - 458,000; Full time

Job summary

Call Center Services International (CCSI) is seeking an experienced Operations Manager to lead operational performance, ensure KPI and SLA achievement, and manage client commitments across programs. The role demands a data-driven leader who identifies gaps, implements corrective actions, develops leadership teams, and delivers measurable business results.

The ideal candidate will have hands-on experience managing contact center operations with 50+ FTEs, strong analytical capabilities, and the

Qualifications

• Experience managing operations in a BPO or contact center.
• Strong understanding of operational KPIs and SLA management.
• Experience developing and executing performance improvement plans.
• Proven ability to lead Supervisors and Team Leads.
• Experience presenting operational results to clients.
• Knowledge of performance reporting, dashboards, and data analysis.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Power BI and operational reporting dashboards.
• Advanced Excel and performance scorecards.
• Workforce Management (WFM).
• Root Cause Analysis (RCA).
• Operational forecasting and capacity planning.
• Client business reviews (WBRs, MBRs, QBRs).
• $8,000 MXN net weekly base salary.

Responsibilities

• Own and monitor operational KPIs and SLAs across assigned programs.
• Analyze daily, weekly, and monthly performance against targets.
• Conduct root cause analysis and develop measurable performance recovery plans.
• Monitor productivity, quality, attendance, adherence, AHT, ACW, conversion, collections, revenue, and other program-specific metrics.
• Identify operational risks and implement proactive corrective actions.
• Ensure daily operational execution meets client expectations and business objectives.
• Collaborate with Workforce Management to optimize staffing, scheduling, adherence, and operational capacity.
• Identify operational bottlenecks and implement sustainable solutions.
• Balance operational efficiency, employee performance, and business profitability.
• Lead, coach, and develop Supervisors and Team Leads.
• Establish performance expectations and accountability standards.
• Implement coaching and improvement plans linked to measurable KPIs.
• Identify leadership development opportunities and support succession planning.
• Serve as a senior operational point of contact for assigned clients.
• Lead Weekly, Monthly, and Quarterly Business Reviews (WBRs, MBRs, and QBRs).
• Present performance results, operational risks, root causes, and improvement strategies.
• Ensure timely execution of client commitments and action items.
• Build strong client relationships through consistent delivery and transparent communication.
• Analyze operational dashboards, scorecards, and Power BI reports.
• Identify trends and leading indicators affecting operational performance.
• Collaborate with BI and WFM teams to improve reporting and forecasting.
• Lead continuous improvement initiatives to increase productivity, quality, efficiency, and profitability.

Skills

Leadership

KPI & SLA management

Data analysis

Power BI

Excel (advanced)

Client relationship

Root Cause Analysis

WFM collaboration

Tools

Power BI

Excel

Job description

Call Center Services International (CCSI) is seeking an experienced Operations Manager to lead operational performance, ensure KPI and SLA achievement, and manage client commitments across programs. The role demands a data-driven leader who identifies gaps, implements corrective actions, develops leadership teams, and delivers measurable business results.

The ideal candidate will have hands-on experience managing contact center operations with 50+ FTEs, strong analytical capabilities, and the