We are looking for a talented Senior Operations ManagerJob Title: Senior Operations Manager – BPO Call Center
Location: Torre Cosmopolitan, 22010, Zona Urbana Río Tijuana, B.C.
Department: Operations
Role PurposeThe Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Senior Operations Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embody Redial’s core value of Winning as One.
Job SummaryWe are seeking a dynamic Senior Operations Manager to lead our BPO call center operations in Mexico, servicing Internationally based clients (U.S. and UK). The adecuado candidate will be fluent in English, with a strong background in contact center management, people leadership,



and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.
Key ResponsibilitiesOperational & Financial Oversight:
- Ensure end-to-end delivery and consistent achievement of all Service Levels (SLAs) and Key Performance Indicators (KPIs) for client programs.
- Drive productivity, quality, and customer experience improvements through strategic planning and process optimization.
- Ensure efficient resource use, accurate forecasting, and capacity planning.
- Deliver accurate and timely reports to internal and external stakeholders, contributing to strategic decision-making and business growth.

Team Leadership & Development:
- Lead, mentor, and coach Operations Managers and Supervisors to foster a high-performance, accountable culture.
- Drive employee engagement, motivation, and retentio

📌 Senior Operations Manager (Tijuana)
🏢 Redial Bpo
📍 Tijuana