Senior Operations Manager – Call Center Monterrey

About the role

Imagine shaping every consumer interaction with the LEGO® brand while leading a high‑performing contact centre in Monterrey. As Senior Operations Manager you will own site performance across voice and digital channels, driving service excellence for LEGO consumers worldwide.

Key responsibilities

• Lead the Monterrey site, overseeing more than 100 advisors and fostering an inclusive, connected culture.
• Own end‑to‑end contact‑centre operations, ensuring service, productivity, quality and satisfaction targets are met.
• Develop and coach a layered leadership team, building capability, accountability and engagement.
• Analyse performance data, translate trends into clear priorities and improvement plans.
• Partner with global peers to align ways of working and share best practices.
• Drive recruitment, onboarding and workforce planning in collaboration with talent acquisition partners.
• Coordinate with Business Support Operations and Office Coordinator to ensure seamless site operations.

Required profile

• Extensive experience leading large‑scale contact‑centre operations with full responsibility for performance, people and delivery.
• Proven ability to set direction, make decisions under pressure and manage high‑volume operations through layered leadership.
• Strong coaching background, capable of building accountable and high‑performing teams.
• Demonstrated skill in turning data into actionable improvement initiatives.
• Experience with omnichannel customer operations, including digital and emerging service platforms.
• Track record of working across regions, aligning priorities and navigating different ways of working.

Required skills

• Data analysis for performance monitoring and improvement.
• Leadership and coaching of multi‑disciplinary teams.
• Omnichannel contact‑centre management.