Bilingual Operations Manager

**Company**:DME Service Solutions
- **Reports to**:Sr. Operations Manager
- **Region**:Nuevo Leon - Please note that we require the applicant to be based in Nuevo Leon.

**About DME Serve**:
DME Service Solutions, LLC is a global call center business process outsourcing service provider founded in 2021. Our mission is to become the industry leader in delivering exceptional customer experiences and helping our clients meet their strategic business goals. We are passionate about business growth, and our employees are committed to serving communities of all backgrounds. We are dedicated to supporting the healthcare industry, with clients consisting of biotech companies, medical device manufacturers, and medical supply distributors.

**Position Summary**:
We are seeking an experienced Operations Manager to provide inspired leadership for the operation of our organization's lines of business. In this role, you will make important policy and strategic decisions, develop and implement operational policies and procedures, and assist the Human Resources department with recruiting. You will help promote a company culture that encourages morale and performance and enable the successful implementation of engagements with BPO clients. You will leverage your proven relationship, service delivery, project management, and financial management skills to ensure robust solution design and seamless implementation of programs on time and within budget. This position reports to the Sr. Operations Manager and is based in Nuevo Leon, Mexico.

**Responsibilities**:

- Recruit, select, hire, and train new call center personnel and prepare them to respond to customer questions and complaints.
- Prepare call center performance reports by collecting and analyzing call agents’ data.
- Evaluate individual performance reviews and overall team effectiveness with upper management.
- Help call agents with challenging customer service issues.
- Monitor team performance and provide tools if necessary.
- Determine call center operational strategies by evaluating team results and objectives.
- Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
- Meet financial targets by estimating performance requirements and preparing annual budgets.
- Present monthly and annual call center action plans and objectives.
- Provide inspired leadership for the organization.
- Develop, implement, and review operational policies and procedures.
- Assist HR with recruiting when necessary.
- Help promote a company culture that encourages top performance and high morale.
- Work with senior stakeholders.
- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.
- Work with the board of directors to determine values and mission, and plan for short and long-term goals.
- Identify and address problems and opportunities for the company.
- Build alliances and partnerships with other organizations.
- Support worker communication with the management team.

**Supervisory Experience**:

- Directly supervises supervisors.
- Carries out supervisory responsibilities following the organization's policies and applicable laws.
- Responsible for the overall direction, coordination, and evaluation of this area.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

**Required Qualifications**:

- At least 5 years experience as an OM in a BPO setting, with an advantage if there is a background in handling healthcare or revenue life cycle accounts.
- Proficiency in using MS Office Suite (Word, PowerPoint, Outlook, and most importantly Excel)
- Proficiency in reading and interpreting data trends.
- Proficiency in creating business presentations and data visualizations.
- Proficiency in facilitating meetings/discussions.
- Experience in driving high performance and team morale.

**Preferred Qualifications**:

- Experience in handling teams in different geographical locations.
- Experience in being part of a start-up account or organization.
- Has the charisma to drive engagement among employees.
- Experience in driving employee R&R or engagement programs.
- High familiarity with MX labor law.

**Language Skills**:

- Must be able to communicate effectively in English.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups

**Compensation and benefits**

Base salary range MXN 35,000 - $40,000 MXN

All Mexican statutory benefits

Teleworking home office allowance

Food Voucher

Major Insurance coverage of one additional family member

Permanent home office set up

**Work schedule**

Monday - Friday 48 hours a week

**Salary**: $35,000.00 - $40,000