**Descripción**:
**Dresden Partners **specializes in connecting exceptional talent with leading global companies. We are dedicated to IT recruitment across Mexico, Latin America, and the United States.
We are looking for talented individuals like you to join us as an **Operations Lead - Contact Center**
If you seek a general, committed, and successful company offering new challenges and professional growth, we have the perfect place for you.
**_ Requirements:_**
- Minimum of 5 years of experience.
- Advanced English.
- Experience in managing service center operations.
- Work plans, SLA, and KPI management.
- Quality assurance.
- Supervise teams of over 100 employees.
- Coordinate morning, afternoon, and night shifts effectively.
- Team coordination.
**_ Responsibilities:_**
- Develop work plans detailing team activities, objectives, and deliverables, including KPIs and SLAs.
- Facilitate communication and collaboration between designers, clients, and other internal teams.




- Supervise and coordinate the workflow of the graphic design team, ensuring projects are delivered on time and with the expected quality.
- Monitor and control incidents, provide timely reports to Human Resources, and suggest process improvements to enhance operational efficiency.
- Implement and enforce security and compliance policies.
**_ Benefits:_**
- Competitive salary.
- 15 days of Christmas bonus
- 12 vacation days
- Flexible working hours
- IMSS (Mexican Social Security)
- Major medical expenses insurance.
- Life insurance
- Family funeral expense insurance package
- Health membership (holder + 4 people).
- Development opportunities.
**Requisitos**:
- Minimum of 5 years of experience.
- Advanced English.
- Experience in managing service center operations.

📌 Operations Lead - Contact Center - Cdmx (Ciudad de México)
🏢 Dresden Partners
📍 Ciudad de México