Operations Manager

Operations Manager – Monterrey

Location: Monterrey, Nuevo León – Onsite

️ Schedule: Monday to Friday

• Hours: Schedule to be confirmed; typically 8:00 AM–5:00 PM

Work arrangement: Onsite

About the Role

We’re looking for an Operations Manager to join our team in Monterrey and help lead day-to-day operations in a fast-paced BPO/customer service environment.

In this role, you’ll be responsible for leading teams, improving processes, monitoring performance, and making sure we continue delivering a great experience for both our clients and customers.

If you’re someone who enjoys leading people, solving problems, improving processes, and turning operational goals into results, this could be a great opportunity for you.

What You’ll Do

Lead and develop operations teams to achieve performance and business goals.

Coach, mentor, and support supervisors and team members.

Monitor key operational metrics such as quality, productivity, service levels, and customer satisfaction.

Identify opportunities to improve processes and implement solutions.

Work closely with leadership and other departments to address operational challenges.

Create and execute action plans based on business needs and performance results.

Communicate updates, priorities, and expectations clearly to your team.

Help ensure our teams have the tools, skills, and resources they need to succeed.

Build a positive, collaborative, and accountable team environment.

Support strategic initiatives and continuous improvement projects.

What We’re Looking For

3+ years of experience in operations leadership, preferably in a BPO, contact center, customer service, or similar environment.

Experience managing teams and developing supervisors or other leaders.

Strong understanding of operational KPIs and performance management.

Customer service mindset with a focus on quality and client satisfaction.

Strong problem-solving and decision-making skills.

Excellent communication and leadership skills.

Ability to manage multiple priorities in a fast-paced environment.

Comfortable working with Microsoft Office and standard business tools.

Ability to work independently while collaborating effectively with different teams.

• It’s a Plus If You Have:

Experience working in a BPO or contact center environment.

Experience leading large teams.

Experience with process improvement initiatives.

Experience working with performance dashboards, scheduling tools, or quality management systems.

Why Join Us?

You’ll have the opportunity to lead a growing operation, develop people, improve processes, and make a real impact on the business.

If you’re ready for your next challenge and enjoy building high-performing teams, we’d love to hear from you!

Interested? Apply now or send us your resume to learn more.