Senior Call Center Operations Manager

Confidential; Lima Metropolitana; Presencial; PEN 90.000 - 130.000; Jornada completa

Descripción de la vacante

Confidential is seeking an experienced Senior Operations Manager to lead a large-scale multi-account call center in Lima, Peru. The role oversees 500–600 employees with five direct reports who are Operations Managers, requiring strong leadership and robust financial oversight.

The candidate will drive KPIs, budgeting, cost control, and continuous improvement while ensuring compliance with SLAs. Proficiency in Excel and English at B2 level or higher is essential.

Formación

• Bachelor’s degree in Business Administration, Industrial Engineering, or a related field.
• At least five years of experience as an Operations Manager in the call center or contact center industry.
• Previous experience as a Senior Operations Manager is preferred.
• Experience leading large-scale operations and multiple accounts.
• Strong knowledge of operational KPIs, financial management, budgeting, and cost control.
• Proficiency in Microsoft Excel.
• Strong leadership, analytical, organizational, and decision-making skills.
• English proficiency at B2 level or higher.

Responsabilidades

• Lead and oversee a large-scale, multi-account call center operation.
• Coach, develop, and manage a team of Operations Managers.
• Ensure compliance with operational, financial, and service-level targets.
• Monitor KPIs and implement action plans to improve results.
• Drive operational efficiency, productivity, quality, and profitability.
• Manage budgets, costs, and overall financial performance.
• Identify performance gaps and lead continuous improvement initiatives.
• Prepare and analyze operational and financial reports using Microsoft Excel.

Conocimientos

Leadership

Operations management

Budgeting

Excel

KPI analysis

Strategic planning

Team development

English communication

Educación

Bachelor's degree in Business Administration or related field

Herramientas

Microsoft Excel

Descripción del empleo

We are looking for an experienced Senior Operations Manager to lead a large-scale, multi-account call center operation in Lima.

This role will oversee an operation of approximately 500 to 600 employees, with five Operations Managers as direct reports. The ideal candidate will have strong operational and financial management experience, excellent leadership skills, and a results-oriented approach.

Key Responsibilities

• Lead and oversee a large-scale, multi-account call center operation.
• Manage, coach, and develop a team of Operations Managers.
• Ensure compliance with operational, financial, and service-level targets.
• Monitor key performance indicators and implement action plans to improve results.
• Drive operational efficiency, productivity, quality, and profitability.
• Manage budgets, costs, and overall financial performance.
• Identify performance gaps and lead continuous improvement initiatives.
• Prepare and analyze operational and financial reports using Microsoft Excel.

Requirements

• Bachelor’s degree in Business Administration, Industrial Engineering, or a related field.
• At least five years of experience as an Operations Manager in the call center or contact center industry.
• Previous experience as a Senior Operations Manager is preferred.
• Experience leading large-scale operations and multiple accounts.
• Strong knowledge of operational KPIs, financial management, budgeting, and cost control.
• Proficiency in Microsoft Excel.
• Strong leadership, analytical, organizational, and decision-making skills.
• English proficiency at B2 level or higher.

Working Conditions

• Schedule: Monday through Friday, starting at 8:00 a.m., with a results-oriented approach.
• Compensation: To be agreed upon based on experience and qualifications.

If you have experience leading large-scale call center operations and are ready to take on a strategic leadership role, we would love to hear from you.