Operations Manager - BPO

Tlanepantla o Chapultepec, CDMX | Tiempo completo

About the Role

We are looking for a results-driven Operations Manager to lead a team of Coaches and ensure the highest standards of data integrity, reporting consistency, and account performance. This role is key to driving business growth by working closely with senior management, clients, and internal teams to identify opportunities and deliver exceptional service outcomes.

If you are a strategic thinker with strong leadership skills and a passion for performance excellence, this opportunity is for you.

Responsibilities

• Lead and oversee daily team performance, ensuring accomplishment of goals and KPIs.
• Provide accurate and timely reporting to clients on support center performance, staffing, systems, and product development.
• Distribute key information to internal management, sales teams, and staff.
• Support the Account Manager in planning, development, implementation, and maintenance of account operations.
• Analyze statistical and historical trends to anticipate business growth or decline and identify resource needs.
• Identify knowledge gaps and areas of improvement, proposing action plans to drive continuous improvement.
• Develop and implement performance action plans based on planning sessions and client feedback.
• Review and validate coaching and administrative documentation.
• Attend client conference calls and meetings to follow up on performance and address inquiries.
• Analyze quality metrics and design strategies to improve results.
• Coach and develop team members' skills to maximize their potential.
• Communicate effectively with clients, providing reports and updates on account activities.

Requirements

• Minimum 12 months of experience in managerial roles.
• Experience in sales environments or sales-related accounts, including management of sales KPIs.
• Advanced English and Spanish — oral and written (C1-C2 level).
• Full schedule availability, including flexibility to travel.
• Availability to work at either Tlanepantla or Chapultepec locations.

Knowledge & Skills

• Leadership and negotiation
• Customer Relationship Management (CRM)
• Organization and time management
• Effective communication and extended vocabulary
• Problem solving and critical thinking
• Emotional intelligence, empathy, and enthusiasm
• Self-driven and able to work independently

What We Offer:

• Competitive salary
• Legal and superior benefits
• Continuous training and support