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 collections performance. Proven succ

📌 Operations manager (Mexicali)
🏢 Redial Bpo
📍 Mexicali