Senior operations manager
we are seeking a seasoned senior operations manager to spearhead our call center operations in mexico. The ideal candidate will possess fluency in english, with a strong background in contact center management and leadership.
key responsibilities:
* drive consistent achievement of service levels (slas) and key performance indicators (kpis) for client programs.
* promote productivity, quality, and customer experience improvements through strategic planning and process optimization.
* ensure efficient resource use and accurate forecasting.
* deliver timely reports to stakeholders, contributing to strategic decision-making.
team leadership & development:
* lead and mentor operations managers and supervisors to foster a high-performance culture.
* drive employee engagement and retention.
* partner with hr on performance management and succession planning.
client relationship management:
* serve as the primary strategic contact for assigned clients, building partnerships.
* conduct regular business reviews and communicate performance and improvement plans.
* manage client escalations effectively.
compliance, quality, & risk management:
* evaluate adherence to company policies and mexican labor laws.
* maintain compliance with industry standards like popia, hipaa, pci dss, and iso.
* implement corrective actions for non-conformance.
culture & values:
* champion a collaborative and accountable work environment.
* lead by example to create an inclusive workplace.
behavioral competencies:
* authentic leadership: leverages transparency and empathy.
* strategic thinking: anticipates challenges and builds forward-looking plans.
* collaboration: fosters teamwork across departments and sites.
* resilience: demonstrates calmness under pressure.
* results orientation: focuses on outcomes and measurable success.
* innovation & improvement: pursues smarter ways to operate.
* client-centricity: prioritizes client needs.
* people empowerment: develops others through coaching and recognition.