Operations Lead — Contact Center & New Program Launch

BMA Group Global; Ceiba (PR); On-site; USD 95,000 - 140,000; Full time

Job summary

BMA Group Global is seeking an experienced Operations Manager to oversee all contact center operations and lead new program implementations. You will translate client requirements into scalable operational plans, manage a team of supervisors and frontline staff, and partner with cross-functional teams to hit service levels, productivity, and quality targets.

In this leadership role, you will participate in pre-implementation activities, drive transition readiness, monitor KPIs, and continuously

Qualifications

• Minimum of 7 years in contact center, BPO, or customer operations.
• 3+ years in operations leadership, implementation, or program management.
• Proven experience managing ~75+ employees and supervisors.
• Experience with client programs, SLAs, and cross-functional leadership.
• Strong track record in KPI management and performance improvement.

Responsibilities

• Lead day-to-day operations of contact center programs and ensure SLA achievement.
• Manage frontline leadership teams and develop performance plans.
• Lead implementation and launch of new client programs end-to-end.
• Translate client requirements into scalable operational plans and staffing models.
• Coordinate cross-functional implementation activities with HR, IT, Finance, and Training.
• Establish timelines, milestones, risks, and contingency plans for programs.
• Monitor readiness and identify gaps impacting service delivery.
• Provide operational input for proposals, client meetings, and solutions design.
• Maintain strong client relationships and act as an operations point of contact for escalations.

Skills

Leadership

Program Management

Client relationships

KPIs & metrics

Process Improvement

Stakeholder Management

Team Development

Job description

BMA Group Global is seeking an experienced Operations Manager to oversee all contact center operations and lead new program implementations. You will translate client requirements into scalable operational plans, manage a team of supervisors and frontline staff, and partner with cross-functional teams to hit service levels, productivity, and quality targets.

In this leadership role, you will participate in pre-implementation activities, drive transition readiness, monitor KPIs, and continuously