Sr. Operations Manager - BPO

The Sr. Operations Manager is responsible for:Strategic Oversight: Lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency. Team Leadership and Quality Control: Direct a team, ensure product/service quality, manage budgets, and maintain compliance with a focus on continuous improvement. KEY ACCOUNTABILITIES •Strategic Planning: Developing and implementing operational strategies to achieve the company's goals and objectives. •Team Leadership: Managing and leading a team of operations staff, providing guidance, coaching, and performance evaluations. •Process Improvement: Identifying areas for process optimization and efficiency enhancements, and implementing improvements to increase productivity. •Resource Allocation: Managing budgets and allocating resources effectively to meet operational needs while controlling costs. •Quality Control: Ensuring that products or services meet quality standards and customer expectations. •Risk Management: Identifying and mitigating operational risks, including those related to safety, compliance, and security. •Vendor and Stakeholder Management: Collaborating with vendors, suppliers, and other stakeholders to maintain strong relationships and optimize partnerships. •Data Analysis: Analyzing data and key performance indicators to make informed decisions and drive improvements. •Reporting: Providing regular reports and updates to senior management on operational performance and outcomes. •Compliance: Ensuring that the company complies with relevant regulations and industry standards. •Customer Focus: Maintaining a customer-centric approach to meet customer needs and resolve issues promptly. •Technology Adoption: Evaluating and implementing technology solutions to enhance operational efficiency. •Emergency Response: Developing and implementing contingency plans to address unexpected operational disruptions or crises. •Continuous Improvement: Fostering a culture of continuous improvement within the operations team. •Communication: Effective communication with internal teams and external partners to ensure alignment and smooth operations. REQUIRED SKILLS Bachelor’s degree preferred Strong communication skills, both written and verbal Proficient in Microsoft Office Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables Ability to mentor, coach and provide direction to a team of employees Self-starter, sense of urgency, and works well under pressure Ability to foster a sense of professionalism and relationship building for self and team Results and detail Oriented Strong data analysis and self – driven individual Strong problem solving and critical thinking skills Ability to present complex information to a variety of audiences / Strong teamwork Ability to create important level presentations for clients

Location: Mérida, MX

Posted Date: 6/9/2025