We are looking for an experienced **Operations Assistant Manager** to support the launch and management of a new Call Center team.
Key Responsibilities
- Support the launch and stabilization of a new Call Center operation
- Manage and develop Team Leaders and operational teams
- Monitor KPIs including productivity, quality, attendance, adherence, and service levels
- Identify performance gaps and implement corrective action plans
- Conduct coaching and performance management
- Ensure operational goals and client expectations are consistently met
- Partner with Workforce Management, Training, Quality, HR, and Talent Acquisition
- Support employee engagement, retention, and team culture
- Prepare and present operational performance updates to leadership
- Ensure compliance with internal processes and operational standards
- Lead, mentor, and develop multiple teams to consistently achieve and exceed performance targets.
- Drive strategic initiatives to improve team productivity, customer satisfaction, and operational efficiency.
- Collaborate with cross-functional stakeholders to align team goals with broader organizational objectives.
- Identify skill gaps and implement structured development plans, including succession planning and talent pipeline development.
- Champion a culture of continuous improvement, innovation, and high performance.




- Provide advanced coaching and feedback, leveraging data and behavioral insights to drive performance.
- Lead change management efforts and support teams through transitions with empathy and clarity.
- Represent team performance and insights in leadership forums; provide data-driven recommendations.
- Foster a culture of accountability, inclusion, and recognition within the team.
- Ensure compliance with organizational policies and proactively address potential risks.
**Requirements**:
- Previous experience in **Call Center or BPO Operations**:
- Previous leadership experience as an **Assistant Manager, Operations Manager, Senior Team Leader, or similar role**:
- Experience managing Team Leaders and multiple teams
- Strong knowledge of Call Center KPIs and performance management
- Strong coaching, leadership, and problem-solving skills
- Ability to work in a fast-paced and changing environment
- Advanced English
- Shift avalability from 6:00 AM-8:00 PM
What We Offer
- Opportunity to participate in the launch of a new team
- Professional growth and leadership exposure
- Collaborative and fast-paced working environment
- Benefits above the law
- Life insurance
- 10% of salary in grocery vouchers
Pay: $28,****** - $31,****** per month
Work Location: In person

📌 Call Center Assistant Manager (Ciudad Juárez)
🏢 Firstsource Healthcare
📍 Ciudad Juárez