**Summary of Primary Job Responsibilities**:
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable
hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and
assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer
on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and
timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR,
Quality, WFM, TA.



and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from
BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
- Deliver any other request requested by your direct boss when required
**Job Requirements**
- High school diploma or equivalent required. Bachelor's degree preferred.
- Bilingual (English / Spanish) - 100% in both verbal and written forms.
- Excel at verbal communications, listening, feedback, delegation, fostering teamwork and multi-tasking.
- Excellent interpersonal skills with good negotiation tactics.
- Strong track record of customer-focused service and attention to detail.
- Prior leadership / management experience is a plus.
- Experience as operation manager jr or supervisor
- Experience using Microsoft office
- Strong analytical skills and a strong ability to identify problems and actively come up with solutions
- At least 3 months working in the company
**What we offer**
Great salary
Performance bounus
fulltime job 48hrs

📌 Coordinador de Operaciones (Monterrey)
🏢 ContactPoint360
📍 Monterrey