Operations Manager - Call Center
Department: Operations
Location: Edificio Histórico de la Cervecería Mexicali, Avenida Gral. Ignacio Zaragoza 1298, Colonia Nueva, 21100 Mexicali, B.C.
Job Type: Full time.
Schedule: Monday to Friday, with schedule availability.
Objective:
Administration of operational human resources and materials to assure the correct performance in the line or lines of businesses, ensuring compliance in security protocols and quality. Analyze, evaluate and track the indicators of operational performance so they can be reached in an efficient manner
Main Activities:
- Measure operational results and calculate weekly productivity incentives.
- Evaluate productivity reports and operational rankings.
- Present results to the client and top management.
- Monitor strategies and action plans based on results and stipulated goals.
- Analize absenteeism tendencies and rotation in the line or lines of businesses who is in charge of.
- Authorize the application of disciplinary cycle and absences of the staff, taking considering service levels and occupation.
- Report operational losses to the parts involved in the process of firing/quitting personnel.
Requirements:
Education & Experience:
- Bachelor’s degree in business administration, Communications, or a related field (master’s degree a plus).
- Call center experience, including at least 2–3 years in a managerial or leadership role.
- Proven success in managing large teams and driving performance improvements.
Skills & Competencies:
- Strong leadership and people management abilities.
- Excellent analytical and problem-solving skills.
- Proficiency with call center software, CRM platforms, WFM tools, and performance dashboards.
- Deep understanding of call center metrics and quality assurance practices.
- Strong organizational and multitasking skills.
- Outstanding communication and interpersonal skills.
- Ability to thrive in a fast-paced, high-pressure environment.
- Experience in budget management and cost control is a plus.
As part of our team, you can expect:
- Competitive Salary
- Professional career path
- Great work environment
- Law benefits: IMSS, Infonavit, Fonacot, Caja de Ahorro, etc.
Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!
All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.
REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.
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What We Do
Redial BPO is a full-service nearshore and offshore business process outsourcing (BPO) and contact center company founded in 2017. They provide scalable, high-quality support solutions, including inbound and outbound sales, customer service, collections, and technical support across voice, email, chat, and social media channels. With global operations in Mexico, Costa Rica, South Africa, and the Philippines, they focus on delivering culturally aligned talent to reduce operational costs for their clients.
