A services company is looking for a Senior Contact Center Operations Manager to oversee Contact Center operations and ensure performance, service levels, and operational targets are consistently met.
Location: Benito Juárez, Mexico City
Work arrangement: 100% on-site
Schedule: Monday to Friday, The role operates primarily on an overnight schedule.
About the Role
The Senior Contact Center Operations Manager will be responsible for overseeing day-to-day operations, leading teams, monitoring key performance indicators and service levels, and ensuring operational goals are achieved.
- RequirementsBachelor's degree in Business Administration or a related field. Completed degree preferred.
- 4–5 years of experience as an Operations Manager within a Contact Center environment, preferably in assistance services.
- Experience managing high-volume operations and leading teams.
- Strong knowledge of KPIs and SLAs, including performance monitoring and follow-up.
- Advanced English – professional working proficiency.