Operations Manager

Operations Manager
MX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support.

**What You’ll Be Doing**

The Operations Manager provides leadership and support for the program to meet customer and employee satisfaction, operating effectiveness, and quality while achieving the business goals of the Program and Percepta.

**During a Typical Day, You’ll**
- Ensure optimal operations of the program to meet or exceed all contractual service level agreements
- Analyze and manage program trends and progress. Make continuous improvement / process enhancement decisions and oversee implementation and results.
- Communicate all program changes to management team and all effected areas on a consistent and timely manner. Ensure optimal support for the program.
- Handle personnel issues, included but not limited to:

- Escalated issues
- Performance reviews
- Any other personnel needs as deemed necessary
- Interact with the team as much as possible through team meetings, walking the floor, skip level meeting, etc.
- Review capacity analysis and make overall program and staffing decisions.
- Assist with the development of program budget and ensure delivery against forecasted amount.
- Work with Finance and BOM to ensure accurate invoicing monthly.
- Work as partners with Avis to ensure optimal performance by center as well as implement strategic movements.
- Complete and meet all deadlines for monthly Business Partner reviews and summarize performance, trends, issues, and highlights by program.

**What You Bring to the Role**
- High school diploma required. College degree preferred or equivalent work experience required.

Experience
- Minimum of 2 years call center experience is desired.
- Supervisor or management.

**What You Can Expect**
- competitive salary
- Life Insurance (25 monthly salaries).
- Savings Fund
- Groceries card.
- Restaurant Card (Eligibility after 90 days in the company).
- Annual vacation: 16 days at first year
- 25% Vacation Bonus.
- Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
- Christmas Bonus (15 days).
- Training and Development Programs (Percepta College).
- Employee Rewards Program.
- Work on site: CDMX- Monumento a la Revolución.

**About Percepta**
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:
**Culture of Service** - to be treated like you are the customer from day one

**Teamwork **- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

**Respect **- a team that is accountable, dependable and gives you their full attention

**Proactive **- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

**Career** **Growth** - lots of learning opportunities for aspiring minds

**Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun

**Competitive Compensation** - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

**Percepta is an Equal Opportunity Employer.**

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.