Senior Operations Manager

Redial Bpo; Xico; Presencial; MXN 800,000 - 1,200,000; Jornada completa

Descripción de la vacante

A BPO service provider is seeking a talented Senior Operations Manager to oversee call center operations in Mexico. The ideal candidate will have a minimum of 5 years of experience in BPO management, strong leadership skills, and fluency in both English and Spanish. This role involves ensuring service level targets are met, fostering team development, and managing client relationships effectively. Join us for a vibrant work environment that values growth and excellence.

Formación

• Minimum 5 years of experience in BPO call center management.
• At least 2 years in a senior leadership role.
• Strong understanding of U.S. customer service standards.

Responsabilidades

• Ensure achievement of all Service Levels (SLAs) and Key Performance Indicators (KPIs).
• Lead and mentor Operations Managers and Supervisors.
• Serve as primary contact for assigned clients to build strategic partnerships.

Conocimientos

Fluency in English

Fluency in Spanish

Leadership

Relationship management

Problem-solving

Educación

Bachelor’s degree in business administration or Operations Management

Herramientas

Workforce management tools

CRM systems

Microsoft Office Suite

Descripción del empleo

We are looking for a talented Senior Operations Manager!

Job Title

Senior Operations Manager – BPO Call Center

Location

Zona Centro, Esquina Sara (4ta y Revolución), Tijuana, B.C.

Department

Operations

Role Purpose

The Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Senior Operations Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embody Redial's core value of Winning As One.

Job Summary

We are seeking a dynamic Senior Operations Manager to lead our BPO call center operations in Mexico, servicing internationally-based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

Key Responsibilities

• Operational & Financial Oversight: Ensure end-to-end delivery and consistent achievement of all Service Levels (SLAs) and Key Performance Indicators (KPIs) for client programs. Drive productivity, quality, and customer experience improvements through strategic planning and process optimization. Ensure efficient resource use, accurate forecasting, and capacity planning. Deliver accurate and timely reports to internal and external stakeholders, contributing to strategic decision‑making and business growth.
• Team Leadership & Development: Lead, mentor, and coach Operations Managers and Supervisors to foster a high-performance, accountable culture. Drive employee engagement, motivation, and retention. Partner with HR and L&D on performance management, succession planning, and addressing Industrial Relations (IR) matters fairly.
• Client Relationship Management: Serve as the primary strategic contact for assigned clients, building value-driven partnerships. Conduct regular business reviews, proactively communicating performance, risks, and improvement plans. Ensure prompt and effective management of all client escalations.
• Compliance, Quality, & Risk Management: Ensure strict adherence to company policies, Mexican labor laws, and client contractual obligations. Uphold compliance with industry standards such as POPIA, HIPAA, PCI DSS, and ISO. Implement swift corrective actions for non-conformance.
• Culture & Values: Champion a “Winning As One” culture that promotes teamwork, integrity, and accountability. Lead by example to create an inclusive, collaborative, and ethical work environment.

Behavioral Competencies

• Authentic Leadership – Leads with transparency, empathy, and integrity.
• Strategic Thinking – Anticipates challenges and builds forward-looking plans.
• Collaboration – Promotes teamwork and unity across departments and sites.
• Resilience – Demonstrates calm and confidence under pressure.
• Results Orientation – Focused on outcomes, execution, and measurable success.
• Innovation & Improvement – Continuously seeks smarter, more efficient ways to operate.
• Client-Centricity – Understands and prioritizes client needs, ensuring long-term trust.
• People Empowerment – Develops and uplifts others through coaching and recognition.

Qualifications

• Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.
• Bachelor’s degree in business administration, Operations Management, or related field a plus.
• Fluent in English and Spanish (spoken and written).
• Proficient in workforce management tools, CRM systems, and Microsoft Office Suite.
• Strong understanding of U.S. customer service standards and expectations.
• Proven ability to lead large teams and manage complex operations.
• Excellent communication, people leadership, relationship management skills, problem-solving, and organizational skills.
• Experience managing international clients (U.S., U.K., or E.U.) advantageous.
• Certification or knowledge in Lean, Six Sigma, or continuous improvement methodologies preferred.
• Familiarity with remote and hybrid workforce models.

Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role.

We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.