Senior Operations Manager

We are looking for a talented Senior Operations Manager!

Job Title: Senior Operations Manager – BPO Call Center
Location: Zona Centro, Esquina Sara (4ta y Revolución), Tijuana, B.C.
Department: Operations

Role Purpose

The Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Senior Operations Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embody Redial’s core value ofWinning as One.

Job Summary

We are seeking a dynamic Senior Operations Manager to lead our BPO call center operations in Mexico, servicing Internationally based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

Key Responsibilities

Operational & Financial Oversight:

• Ensureend-to-end delivery and consistent achievement of allService Levels (SLAs) andKey Performance Indicators (KPIs) for client programs.
• Driveproductivity, quality, and customer experience improvements through strategic planning and process optimization.
• Ensureefficient resource use, accurateforecasting, andcapacity planning.
• Deliveraccurate and timely reports to internal and external stakeholders, contributing to strategic decision-making and business growth.

Team Leadership & Development:

• Lead, mentor, and coach Operations Managers and Supervisors to foster ahigh-performance, accountable culture.
• Driveemployee engagement, motivation, and retention.
• Partner with HR and L&D onperformance management, succession planning, and addressingIndustrial Relations (IR) matters fairly.

Client Relationship Management:

• Serve as theprimary strategic contact for assigned clients, buildingvalue-driven partnerships.
• Conduct regularbusiness reviews, proactively communicating performance, risks, and improvement plans.
• Ensureprompt and effective management of all client escalations.

Compliance, Quality, & Risk Management:

• Ensure strict adherence to company policies,Mexican labor laws, and client contractual obligations.
• Uphold compliance with industry standards likePOPIA, HIPAA, PCI DSS, andISO.
• Implement swiftcorrective actions for non-conformance.

Culture & Values:

• Champion a"Winning As One" culture that promotesteamwork, integrity, and accountability.
• Lead by example to create an inclusive, collaborative, and ethical work environment.

Behavioral Competencies

• Authentic Leadership: Leads with transparency, empathy, and integrity.
• Strategic Thinking: Anticipates challenges and builds forward-looking plans.
• Collaboration: Promotes teamwork and unity across departments and sites.
• Resilience: Demonstrates calm and confidence under pressure.
• Results Orientation: Focused on outcomes, execution, and measurable success.
• Innovation & Improvement: Continuously seeks smarter, more efficient ways to operate.
• Client-Centricity: Understands and prioritizes client needs, ensuring long-term trust.
• People Empowerment: Develops and uplifts others through coaching and recognition.

Qualifications:

• Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.
• Bachelor’s degree in business administration, Operations Management, or related field a plus.
• Fluent in English and Spanish (spoken and written).
• Proficient in workforce management tools, CRM systems, and Microsoft Office Suite.
• Strong understanding of U.S. customer service standards and expectations.
• Proven ability to lead large teams and manage complex operations.
• Excellent communication, people leadership, relationship management skills problem-solving, and organizational skills.
• Experience managing international clients (U.S., U.K., or E.U.) advantageous.
• Certification or knowledge in Lean, Six Sigma, or continuous improvement methodologies preferred.
• Familiarity with remote and hybrid workforce models.

Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.