Operations Manager - Call Center
Department: Operations

Location: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Job Type: Full time.

Schedule: Monday to Friday, with schedule availability.

Objective
Manage the daily operations of a Healthcare campaign, leading specialists to achieve goals while maintaining high standards for quality, productivity, and compliance.

Main Activities
- Campaign & Task Management: Plan and prioritize daily campaign activities, distribute workloads, monitor execution, and ensure follow up and collections targets are achieved.
- Team Leadership: Manage and develop agents through coaching, performance reviews, team meetings, and accountability for productivity, quality, attendance, and results.
- Quality & Compliance: Ensure calls, documentation, consent processes, and customer interactions follow approved healthcare, privacy, quality, and campaign guidelines.
- CRM & Lead Management: Maintain accurate lead records, monitor pipeline activity, and ensure timely follow-ups and callbacks.
- Performance & Reporting:



Analyze KPIs and campaign trends, identify performance gaps, implement action plans, and communicate results, risks, and opportunities to management and clients.
- Workforce Management: Monitor staffing, attendance, schedule adherence, turnover, and coverage to support operational needs.
- Training & Readiness: Coordinate onboarding, ongoing training, and campaign updates to ensure specialists understand the Healthcare program, CRM requirements, and collections expectations.
- Continuous Improvement: Identify and implement opportunities to improve productivity, conversion, quality, and overall campaign performance.

Requirements
Education & Experience
- Bachelor's degree in business administration, Communications, or a related field (master's degree a plus).
- Call center experience, including at least 2–3 years in a managerial or leadership role.
- Experience managing conversion goals, lead follow-up or collectio

📌 Operations Manager (Mexicali)
🏢 Redial Bpo
📍 Mexicali