Description
**Operations Manager: Bilingual Customer Service \- Call Center**
**Join our team**
**Responsibilities:**
* Lead operations and ensure KPI compliance (SLA, CSAT, NPS, productivity, attrition, etc.)
* Manage cross-functional teams and ensure operational continuity
* Implement continuous improvement and operational efficiency strategies
* Maintain strong relationships with clients and stakeholders
* Lead process transformation and optimization projects
**Requirements:**
* Completed bachelor's degree
* Advanced English (minimum B2 level)
* \+8 years of Contact Center operations experience
* Experience leading bilingual teams and operations
* Knowledge of WFM, Quality, CX, and KPI analysis
* Advanced Excel and reporting tools proficiency
* Benefits
* Monthly base salary
* Statutory benefits
**Full-time schedule**
**Career development plan**
Work location: San Francisco de Campeche, Artesanal Bazaar Building
Are you interested in this position? Apply through this channel, and a talent acquisition analyst will contact you.