Contact Center Ops Lead - Program Implementation

BMA Group Panama; Ceiba (PR); On-site; USD 90,000 - 130,000; Full time

Job summary

Synergies USA is seeking an experienced Operations Manager to oversee the performance of our contact center operations and to lead the design, implementation, transition, and stabilization of new client programs.

You will translate client requirements into scalable, measurable operational plans and work with senior leadership to ensure service levels, productivity, quality, staffing, and financial objectives are met.

Qualifications

• 7+ years of progressive experience in Contact Center, Call Center, BPO, or related operations.
• At least 3 years in an Operations Management, Implementation Management, Program Management, or comparable leadership position.
• Demonstrated experience managing operations of 75 employees or more.
• Proven experience directly managing supervisors, team leaders, or other operational leadership personnel.

Responsibilities

• Lead day-to-day operations of assigned contact center and BPO programs, ensuring targets are met.
• Provide leadership to an operation of 75+ employees, including supervisors, team leaders, agents, and other personnel.
• Manage and develop frontline leadership teams, with clear performance expectations and development plans.
• Lead the implementation and launch of new client programs from planning through stabilization.

Skills

Operations management

Program management

Leadership

Process improvement

Client relationship management

Data analysis

Job description

Synergies USA is seeking an experienced Operations Manager to oversee the performance of our contact center operations and to lead the design, implementation, transition, and stabilization of new client programs.

You will translate client requirements into scalable, measurable operational plans and work with senior leadership to ensure service levels, productivity, quality, staffing, and financial objectives are met.