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 food allergy campaign, leading Enrollment Specialists to achieve sales 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 enrollment and sales targets are achieved. Sales & Enrollment: Drive lead conversion and qualified enrollments by monitoring performance metrics and coaching specialists on consultative sales, objection handling, and follow-up. Team Leadership: Manage and develop Enrollment Specialists 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 food allergy program, enrollment process, CRM requirements, and sales expectations. Continuous Improvement: Identify and implement opportunities to improve productivity, conversion, quality, and overall campaign performance. Requirements Bachelor’s degree in business administration, Communications, or a related field

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