Operations Manager – Bilingual

About the role

We are looking for a highly motivated Operations Manager to lead our Contact Center teams. The successful candidate will ensure operational excellence, drive performance metrics, and foster a culture of continuous improvement within a dynamic BPO environment.

Key responsibilities

• Supervise daily operations to meet or exceed Service Level Agreements (SLAs) and quality standards.
• Lead, coach, and develop a team of supervisors and agents to achieve high performance and employee engagement.
• Identify process gaps, analyze performance data, and implement strategic improvements to boost efficiency and profitability.
• Maintain strong relationships with clients, providing regular updates on performance, challenges, and actionable insights.

Required profile

• 3 to 5 years of proven experience managing a Contact Center or BPO operation.
• Demonstrated leadership ability to manage large teams, resolve conflicts, and deliver results.
• Strong analytical competence in data analysis, reporting, and using metrics for decision‑making.
• Relevant university degree is desirable.

Required skills

What we offer

• Opportunity to work onsite in Santa Elena or Santa Ana.
• Dynamic BPO environment with growth potential.