*customer service/support*
*location*
- mexico city, mexico*
job title:
sr. Operations manager bpo - cdmx
*job description*:
the sr. Operations manager is responsible for:
strategic oversight: lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency.
team leadership and quality control: direct a team, ensure product/service quality, manage budgets, and maintain compliance with a focus on continuous improvement.
* key accountabilities*
- strategic planning: developing and implementing operational strategies to achieve the company's goals and objectives.
- team leadership: managing and leading a team of operations staff, providing guidance, coaching, and performance evaluations.
- process improvement: identifying areas for process optimization and efficiency enhancements, and implementing improvements to increase productivity.
- resource allocation: managing budgets and allocating resources effectively to meet operational needs while controlling costs.
- quality control: ensuring that products or services meet quality standards and customer expectations.
- risk management: identifying and mitigating operational risks, including those related to safety, compliance, and security.
- vendor and stakeholder management: collaborating with vendors, suppliers, and other stakeholders to maintain strong relationships and optimize partnerships.
- data analysis: analyzing data and key performance indicators to make informed decisions and drive improvements.
- reporting: providing regular reports and updates to senior management on operational performance and outcomes.
- compliance: ensuring that the company complies with relevant regulations and industry standards.
- customer focus: maintaining a customer-centric approach to meet customer needs and resolve issues promptly.
- technology adoption: evaluating and implementing technology solutions to enhance operational efficiency.
- emergency response: developing and implementing contingency plans to address unexpected operational disruptions or crises.
- continuous improvement: fostering a culture of continuous improvement within the operations team.
- communication: effective communication with internal teams and external partners to ensure alignment and smooth operations.
*required skills*
previous experience as operations manager in bpo industry at least 3-5 years
bachelor's degree preferred
english proficiency b2 or c1
strong communication skills, both written and verbal
proficient in microsoft office
*location*:
mex mexico city downtown insurgentes
language requirements:
english
time type:
full time
* if you are a california resident, by submitting your information, you acknowledge that you have read and have access to the *job applicant privacy notice for california residents