Summary
leads and optimizes operational performance to consistently meet and exceed client expectations. Responsible for shaping departmental strategy and overseeing day‑to‑day operations by anticipating needs, guiding the development of initiatives, and implementing effective systems, procedures, and programs that ensure high standards of quality, productivity, and customer satisfaction.
day to day
* conduct performance and quality reviews to ensure all results align with client standards and operational goals.
* lead efficiency initiatives while cultivating a safe, positive, and productive work environment for all employees.
* diagnose operational issues and develop actionable, effective plans for rapid resolution.
* identify and enhance processes to support company objectives and meet client requirements.
* monitor and analyze key performance metrics to ensure goals and initiatives are consistently achieved or exceeded.
requirements
* leadership experience managing supervisors and driving effective communication across teams.
* strong organizational and line adherence skills; ability to manage rotating schedules in a fast‑changing operation.
* experience with communication strategies, risk prevention, and maintaining an open‑door, people‑focused leadership style.
* strong decision‑making, adaptability, and problem‑solving abilities.
* talent development and coaching experience.
* proficiency in power bi, microsoft office, and intermediate excel.
* experience with spo and documentation-driven processes.
* advanced english (c1).
* minimum 2 years in a managerial role within a contact center/bpo.
* on-site availability(leon, guanajuato).