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

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