Sr. Operations Manager Bpo

hace 1 mes

Tlahuac, México Webhelp A tiempo completo

**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

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