Operations Manager

At Call Center Services International (CCSI), we are looking for an experienced Operations Manager to lead operational performance, ensure KPI and SLA achievement, and manage client commitments across assigned programs.

This position requires a data-driven leader who can identify performance gaps, implement corrective actions, develop leadership teams, and consistently deliver measurable business results.

The ideal candidate will have hands-on experience managing contact center operations with 50 or more FTEs, strong analytical capabilities, and the ability to communicate effectively with clients and senior leadership.

Key Responsibilities

Operational Performance & KPI Management

• Own and monitor operational KPIs and SLAs across assigned programs.
• Analyze daily, weekly, and monthly performance against targets.
• Conduct root cause analysis and develop measurable performance recovery plans.
• Monitor productivity, quality, attendance, adherence, AHT, ACW, conversion, collections, revenue, and other program-specific metrics.
• Identify operational risks and implement proactive corrective actions.

Operations & Workforce Management

• Ensure daily operational execution meets client expectations and business objectives.
• Collaborate with Workforce Management to optimize staffing, scheduling, adherence, and operational capacity.
• Identify operational bottlenecks and implement sustainable solutions.
• Balance operational efficiency, employee performance, and business profitability.

Leadership & Team Development

• Lead, coach, and develop Supervisors and Team Leads.
• Establish performance expectations and accountability standards.
• Conduct regular leadership performance reviews.
• Implement coaching and improvement plans linked to measurable KPIs.
• Identify leadership development opportunities and support succession planning.

Client Relationship Management

• Serve as a senior operational point of contact for assigned clients.
• Lead Weekly, Monthly, and Quarterly Business Reviews (WBRs, MBRs, and QBRs).
• Present performance results, operational risks, root causes, and improvement strategies.
• Ensure timely execution of client commitments and action items.
• Build strong client relationships through consistent delivery and transparent communication.

Business Intelligence & Continuous Improvement

• Analyze operational dashboards, scorecards, and Power BI reports.
• Identify trends and leading indicators affecting operational performance.
• Translate operational data into actionable business decisions.
• Collaborate with BI and WFM teams to improve reporting and forecasting.
• Lead continuous improvement initiatives to increase productivity, quality, efficiency, and profitability.
• Support capacity planning and operational growth.

Requirements

• Experience managing operations in a BPO or contact center environment.
• Strong understanding of operational KPIs and SLA management.
• Experience developing and executing performance improvement plans.
• Proven ability to lead Supervisors and Team Leads.
• Experience presenting operational results to clients.
• Knowledge of performance reporting, dashboards, and data analysis.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Power BI and operational reporting dashboards.
• Advanced Excel and performance scorecards.
• Workforce Management (WFM).
• Root Cause Analysis (RCA).
• Operational forecasting and capacity planning.
• Client business reviews (WBRs, MBRs, QBRs).

Benefits

• $8,000 MXN net weekly base salary.
• Quarterly performance bonus equivalent to 20% of three months' salary, subject to corporate target achievement.
• Full-time, on-site position.
• Monday to Friday schedule, 8:00 AM – 6:00 PM.