Operations Manager – Call Center

About the role

Manage daily operations of a healthcare call‑center campaign, leading specialists to meet quality, productivity and compliance goals.

Key responsibilities

• Plan, prioritize and monitor daily campaign activities, ensuring workload distribution and achievement of follow‑up and collections targets.
• Coach, evaluate and develop agents through performance reviews, team meetings and accountability for productivity, quality and attendance.
• Ensure all calls, documentation and consent processes comply with healthcare, privacy and campaign guidelines.
• Maintain accurate lead records in the CRM, monitor pipeline activity and guarantee timely callbacks.
• Analyze KPIs, identify performance gaps, implement action plans and report results, risks and opportunities to management and clients.
• Oversee staffing, attendance, schedule adherence and turnover to support operational needs.
• Coordinate onboarding, ongoing training and campaign updates to keep specialists informed of program, CRM and collections expectations.
• Identify and implement continuous‑improvement initiatives to boost productivity, conversion and overall campaign performance.

Required profile

• Bachelor’s degree in Business Administration, Communications or related field (master’s a plus).
• 2–3 years of call‑center managerial experience, with proven success in leading large teams and driving performance improvements.
• Experience managing conversion goals, lead follow‑up or collections performance.
• Strong analytical, problem‑solving and organizational abilities.

Required skills

• Proficiency with call‑center software.
• Experience using CRM platforms.
• Familiarity with workforce management (WFM) tools.
• Ability to work with performance dashboards and reporting tools.

What we offer

• Competitive salary.
• Professional career path.
• Great work environment.
• Law benefits: IMSS, Infonavit, Fonacot, Caja de Ahorro, etc.