We are looking for a Call Center Operations Manager to lead a team of customer service agents in delivering high-quality, responsive, and efficient service.
This role requires strong leadership, coaching skills, and the ability to thrive in a fast-paced, performance-driven environment.
As a frontline leader, you will ensure service level targets are met, staff are engaged, and customer satisfaction remains a top priority.
**Key Responsibilities**
**Team Supervision & Performance Management**
- Oversee a team of ***** call center agents, monitoring attendance, adherence, and productivity.
- Track and report daily KPIs (AHT, call resolution, QA scores, attendance, etc.).
- Conduct regular coaching, performance reviews, and one-on-ones.
**Training & Onboarding**
- Support new hire onboarding and provide on-the-job training.
- Identify skill gaps and coordinate with the training department to improve performance.
**Customer Experience & Quality Assurance**
- Ensure calls and customer interactions meet quality standards.
- Handle escalated calls and resolve customer complaints promptly and professionally.
**Scheduling & Workforce Coordination**




- Assist with shift scheduling and real-time adherence to ensure coverage.
- Coordinate with WFM and HR teams on scheduling, leave, and attendance issues.
**Reporting & Communication**
- Submit daily/weekly reports on team performance, issues, and trends.
- Act as a communication link between agents and upper management.
**Qualifications**
- High school diploma or equivalent required (Bachelor's degree preferred).
- 3+ years of experience in a call center environment, with at least 1 year in a leadership or senior agent role.
- Strong knowledge of call center KPIs, customer service processes, and escalation procedures.
- Proficient in Spanish; intermediate to advanced English required.
- Excellent communication, coaching, and conflict resolution skills.
- Familiarity with call center tools (e.g., CRM systems, phone systems, workforce management software).
**Preferred Skills**
- Experience in bilingual call centers or U.S.based campaigns
- Working knowledge of QA tools and real-time monitoring dashboards
- Strong multitasking and time management abilities
Pay: $26,****** - $31,****** per month
Work Location: In person

📌 Call Center Operations Manager (Mérida)
🏢 Emvia CX
📍 Mérida