Senior Operations Manager – BPO Call Center

About the role

Redial BPO is seeking a Senior Operations Manager to lead its BPO call‑center operations in Mexico for international clients in the U.S. and U.K. The role oversees one large client account or multiple smaller programs, ensuring performance, profitability and compliance.

Key responsibilities

• Ensure end‑to‑end delivery of service levels (SLAs) and key performance indicators (KPIs) for client programs.
• Drive productivity, quality and customer‑experience improvements through strategic planning and process optimisation.
• Oversee resource utilisation, forecasting and capacity planning.
• Produce accurate reports for internal and external stakeholders to support strategic decisions.
• Lead, mentor and coach Operations Managers and Supervisors, fostering a high‑performance culture.
• Manage employee engagement, retention and succession planning in partnership with HR.
• Serve as primary strategic contact for assigned clients, conducting regular business reviews and handling escalations.
• Ensure compliance with company policies, Mexican labour laws and client contractual obligations, including POPIA, HIPAA, PCI DSS and ISO standards.

Required profile

• Minimum 5 years BPO call‑center management experience, with at least 2 years in a senior leadership role.
• Bachelor’s degree in Business Administration, Operations Management or related field (preferred).
• Fluent in English and Spanish (spoken and written).
• Strong understanding of U.S. customer‑service standards and international client management.
• Proven ability to lead large teams and manage complex operations.

Required skills

• Proficiency with workforce‑management tools.
• Experience using CRM systems.
• Advanced Microsoft Office Suite skills.
• Knowledge of Lean, Six Sigma or continuous‑improvement methodologies (preferred).