We are looking for a talented Operations Manager for our call center!

Job Description

Objective:

Administration of operational human resources and materials to assure the correct performance in the line or lines of businesses, ensuring compliance in security protocols and quality. Analyze, evaluate and track the indicators of operational performance so they can be reached in an efficient manner

Main Activities:

Measure operational results and calculate weekly productivity incentives.
Evaluate productivity reports and operational rankings.
Present results to the client and top management.
Monitor strategies and action plans based on results and stipulated goals.
Analize absenteeism tendencies and rotation in the line or lines of businesses who is in charge of.
Authorize the application of disciplinary cycle and absences of the staff, taking considering service levels and occupation.
Report operational losses to the parts involved in the process of firing/quitting personnel.

Requirements:

Education & Experience:

Bachelor’s degree in business administration, Communications, or a related field (master’s degree a plus).
5+ years of call center experience, including at least 2–3 years in a managerial or leadership role.
Proven success in managing large teams and driving performance improvements.

Skills & Competencies:

Strong leadership and people management abilities.
Excellent analytical and problem-solving skills.
Proficiency with call center software, CRM platforms, WFM tools, and performance dashboards.
Deep understanding of call center metrics and quality assurance practices.
Strong organizational and multitasking skills.
Outstanding communication and interpersonal skills.
Ability to thrive in a fast-paced, high-pressure environment.
Experience in budget management and cost control is a plus.

Preferred Qualifications:

Experience in managing multi-site or remote teams.
Familiarity with Six Sigma, Lean, or other process improvement methodologies.
Bilingual or multilingual abilities (based on business needs).