Operations Manager

About the role

We are looking for a strategic Operations Manager to lead our Cancun contact‑center team. You will be responsible for daily performance, service excellence and continuous improvement in a fast‑paced, international environment.

Key responsibilities

• Lead and manage daily operations of assigned contact‑center teams to ensure operational excellence.
• Monitor and drive KPIs such as service level, quality, productivity, customer satisfaction, attendance and revenue.
• Coach, mentor and develop supervisors and agents to maximize performance and engagement.
• Analyze operational reports to identify trends, risks and improvement opportunities.
• Develop and implement action plans that improve efficiency and meet business objectives.
• Collaborate with Quality Assurance, Training, Workforce Management, HR and other departments.
• Ensure compliance with company policies, client requirements and procedures.
• Manage staffing, scheduling and resource allocation to meet demand.
• Resolve escalated customer or operational issues professionally.

Required profile

• Bachelor’s degree in Business Administration, Management or related field (preferred).
• Minimum 2 years of experience in operations management or similar roles.
• Strong leadership, coaching, communication and decision‑making abilities.
• Advanced analytical and problem‑solving skills with experience interpreting operational metrics.
• Fluent in English, both written and spoken.
• Ability to work in a fast‑paced, results‑oriented environment and adapt to flexible schedules.

Required skills

• Microsoft Office
• CRM systems
• Contact center reporting tools

What we offer

• Competitive salary
• Performance‑based incentives
• Professional development and leadership growth opportunities
• Collaborative and dynamic work environment
• Opportunity to be part of a growing international organization