Senior Operations Manager – Call Center Operations

Company: The LEGO Group

The LEGO Group is looking for an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. In this role, you will oversee a large-scale contact center operation supporting more than 100 Customer Service Advisors, ensuring operational excellence, outstanding consumer experiences, and strong employee engagement. As the site leader for the Monterrey operation, you will lead through multiple layers of leadership, partner with global stakeholders, and drive performance across voice and digital customer support channels.

We are looking for a leader who combines strong operational expertise, strategic thinking, and inspirational people leadership to build high-performing teams and deliver exceptional service experiences.

Key Responsibilities
- Lead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadership
- Serve as the site leader for the Monterrey CSE operation,



ensuring alignment with integral strategies
- Manage operational performance including service level, productivity, quality, and customer satisfaction metrics
- Analyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plans
- Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams
- Coach and develop leaders to build engaged, high-performing teams
- Manage customer escalations and executive-level complaints to ensure positive outcomes
- Drive continuous improvement initiatives that increase efficiency and service quality
- Collaborate with regional and global operations leaders to share best practices and align on service strategies
- Foster an inclusive, safe, and engaging work environment that supports employee growth and retention

Qualifications
- Extensive experience in call center operations, contact center leadershi

📌 Senior Operations Manager (Monterrey)
🏢 The Lego Group
📍 Monterrey