Senior operations manager – call center operations
location: monterrey, nuevo león, mexico
department: consumer & shopper engagement
resume submission: english language required
job overview
lead the consumer & shopper engagement call center operations in monterrey, overseeing a team of more than 100 customer service advisors. Drive operational excellence across voice and digital support, ensuring outstanding consumer experiences and strong employee engagement.
key responsibilities
* lead daily contact center operations for 100+ customer service advisors across multiple leadership layers
* serve as site leader, aligning local strategy with global objectives
* manage operational performance: service level, productivity, quality, customer satisfaction metrics
* analyze performance trends (attrition, absenteeism, kpis) and implement improvement plans
* partner with workforce planning and talent acquisition for recruitment & onboarding
* coach and develop leaders to build engaged, high‑performing teams
* resolve customer escalations and executive‑level complaints to ensure positive outcomes
* drive continuous improvement initiatives increasing efficiency and quality
* collaborate with regional and global operations leaders to share best practices and align strategies
* foster an inclusive, safe, and engaging work environment supporting growth and retention
qualifications
* extensive experience in call center operations or customer service leadership
* proven track record leading large teams (100+ employees) and multi‑layer leadership
* strong english communication skills, written and verbal
* demonstrated ability to manage operational kpis and performance metrics
* strong leadership skills with coaching, mentoring, and team development experience
* experience collaborating with global or cross‑regional teams
* recruitment, onboarding, and workforce planning experience
benefits
* enhanced paid leave options (family care leave)
* life and disability insurance coverage
* access to headspace app and wellbeing initiatives
* colleague discount program
* performance bonus scheme
equal opportunity & other policies
the lego group is highly committed to equal employment opportunity and equal pay. We encourage applicants from all backgrounds to apply.
we are committed to children’s rights and child wellbeing. Candidates in roles with high engagement with children must undergo child safeguarding background screening.
we conduct drug screening as part of our drug‑free workplace policy.
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