Operations Manager

CXCENTRODECONTACTO; Claussville (PA); On-site; USD 29,000 - 36,000; Full time

Job summary

CXZCENTRODECONTACTO is seeking an Operations Manager to lead day-to-day operations in Monterrey, driving teams to meet performance goals in a fast-paced BPO/customer service environment.

You will coach supervisors, monitor KPIs, and identify process improvements, ensuring high-quality service for clients and customers. This onsite role emphasizes leadership, problem-solving, and cross-functional collaboration.

Qualifications

• 3+ years of experience in operations leadership, preferably in a BPO or contact center environment.
• Experience coaching, mentoring, and developing supervisors or leaders.
• Strong understanding of operational KPIs and performance management.
• Customer service mindset with a focus on quality and client satisfaction.

Responsibilities

• Lead and develop operations teams to achieve performance and business goals.
• Coach, mentor, and support supervisors and team members.
• Monitor key operational metrics such as quality, productivity, service levels, and customer satisfaction.
• Identify opportunities to improve processes and implement solutions.
• Work closely with leadership and other departments to address operational challenges.
• Create and execute action plans based on business needs and performance results.
• Communicate updates, priorities, and expectations clearly to your team.
• Help ensure our teams have the tools, skills, and resources they need to succeed.
• Build a positive, collaborative, and accountable team environment.
• Support strategic initiatives and continuous improvement projects.

Skills

Operations leadership

Team development

KPIs & performance management

Communication

Problem-solving

Tools

Microsoft Office

Performance dashboards

Job description

Operations Manager – Monterrey

Location: Monterrey, Nuevo León – Onsite

Schedule: Monday to Friday

Hours: Schedule to be confirmed; typically 8:00 AM–5:00 PM

Work arrangement: Onsite

About the Role

We’re looking for an Operations Manager to join our team in Monterrey and help lead day-to-day operations in a fast-paced BPO/customer service environment.

In this role, you’ll be responsible for leading teams, improving processes, monitoring performance, and making sure we continue delivering a great experience for both our clients and customers.

If you’re someone who enjoys leading people, solving problems, improving processes, and turning operational goals into results, this could be a great opportunity for you.

What You’ll Do

• Lead and develop operations teams to achieve performance and business goals.
• Coach, mentor, and support supervisors and team members.
• Monitor key operational metrics such as quality, productivity, service levels, and customer satisfaction.
• Identify opportunities to improve processes and implement solutions.
• Work closely with leadership and other departments to address operational challenges.
• Create and execute action plans based on business needs and performance results.
• Communicate updates, priorities, and expectations clearly to your team.
• Help ensure our teams have the tools, skills, and resources they need to succeed.
• Build a positive, collaborative, and accountable team environment.
• Support strategic initiatives and continuous improvement projects.

What We’re Looking For

• 3+ years of experience in operations leadership, preferably in a BPO, contact center, customer service, or similar environment.
• Experience managing teams and developing supervisors or other leaders.
• Strong understanding of operational KPIs and performance management.
• Customer service mindset with a focus on quality and client satisfaction.
• Strong problem-solving and decision-making skills.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with Microsoft Office and standard business tools.
• Ability to work independently while collaborating effectively with different teams.

It’s a Plus If You Have:

• Experience working in a BPO or contact center environment.
• Experience leading large teams.
• Experience with process improvement initiatives.
• Experience working with performance dashboards, scheduling tools, or quality management systems.

Why Join Us?

You’ll have the opportunity to lead a growing operation, develop people, improve processes, and make a real impact on the business.

If you’re ready for your next challenge and enjoy building high-performing teams, we’d love to hear from you!