Job Title: Senior Operations Manager - BPO Call Center Location: Zona Centro, Esquina Sara (4ta y Revolución), Tijuana, B.C. Department: Operations Role Purpose The Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Senior Operations Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embody Redial's core value of Winning as One. Job Summary We are seeking a dynamic Senior Operations Manager to lead our BPO call center operations in Mexico, servicing Internationally based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement. Key Responsibilities Operational & Financial Oversight: • Ensure end-to-end delivery and consistent achievement of all Service Levels (SLAs) and Key Performance Indicators (KPIs) for client programs. • Drive productivity, quality, and customer experience improvements through strategic planning and process optimization. • Ensure efficient resource use, accurate forecasting, and capacity planning. • Deliver accurate and timely reports to internal and external stakeholders, contributing to strategic decision-making and business growth. Team Leadership & Development: • Lead, mentor, and coach Operations Managers and Supervisors to foster a high-performance, accountable culture. • Drive employee engagement, motivation, and retention. • Partner with HR and L&D on performance management, succession planning, and addressing Industrial Relations (IR) matters fairly. Client Relationship Management: • Serve as the primary strategic contact for assigned clients, building value-driven partnerships. • Conduct regular business reviews, proactively communicating performance, risks, and improvement plans. • Ensure prompt and effective management of all client escalations. Compliance, Quality, & Risk Management: • Ensure strict adherence to company policies, Mexican labor laws, and client contractual obligations. • Uphold compliance with industry standards like POPIA, HIPAA, PCI DSS, and ISO. • Implement swift corrective actions for non-conformance. Culture & Values: • Champion a "Winning As One" culture that promotes teamwork, integrity, and accountability. • Lead by example to create an inclusive, collaborative, and ethical work environment. Behavioral Competencies • Authentic Leadership: Leads with transparency, empathy, and integrity. • Strategic Thinking: Anticipates challenges and builds forward-looking plans. • Collaboration: Promotes teamwork and unity across departments and sites. • Resilience: Demonstrates calm and confidence under pressure. • Results Orientation: Focused on outcomes, execution, and measurable success. • Innovation & Improvement: Continuously seeks smarter, more efficient ways to operate. • Client-Centricity: Understands and prioritizes client needs, ensuring long-term trust. • People Empowerment: Develops and uplifts others through coaching and recognition. Qualifications: • Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role. • Bachelor's degree in business administration, Operations Management, or related field a plus. • Fluent in English and Spanish (spoken and written). • Proficient in workforce management tools, CRM systems, and Microsoft Office Suite. • Strong understanding of U.S. customer service standards and expectations. • Proven ability to lead large teams and manage complex operations. • Excellent communication, people leadership, relationship management skills problem-solving, and organizational skills. • Experience managing international clients (U.S., U.K., or E.U.) advantageous. • Certification or knowledge in Lean, Six Sigma, or continuous improvement methodologies preferred. • Familiarity with remote and hybrid workforce models.