Operations Manager – Bilingual Contact Center

About the role

The Operations Manager will supervise a team of Team Leaders in a bilingual contact‑center environment, ensuring client service level agreements and financial targets are met.

Key responsibilities

• Analyze and maintain client Service Level Agreements and implement improvement plans.
• Maximize revenue through data collection, forecasting, budgeting and other financial projects.
• Plan and assign work for staff in line with policies and legal requirements.
• Manage operational reports such as attendance, performance scorecards and metrics.
• Build and strengthen relationships with client partners and attend business reviews.
• Provide leadership, conduct regular one‑on‑ones, and drive coaching and development.
• Participate in cross‑functional meetings to resolve issues and improve processes.

Required profile

• 1‑2 years of operations experience in a BPO/contact‑center setting.
• Excellent written and verbal communication in English (B2) and ability to present to stakeholders.
• Proven coaching, mentoring and performance‑management skills.
• Strong analytical ability to improve work processes and meet goals.
• Organizational skills to prioritize projects in a fast‑paced environment.
• Associate’s or Bachelor’s degree in a related field.