Operations Manager - Call Center
Department: Operations
Location: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.
Job Type: Full time.
Schedule: Monday to Friday, with schedule availability.
Objective:
Manage the daily operations of a Healthcare campaign, leading specialists to achieve goals while maintaining high standards for quality, productivity, and compliance.
Main Activities:
- Campaign & Task Management: Plan and prioritize daily campaign activities, distribute workloads, monitor execution, and ensure follow up and collections targets are achieved.
- Team Leadership: Manage and develop agents through coaching, performance reviews, team meetings, and accountability for productivity, quality, attendance, and results.
- Quality & Compliance: Ensure calls, documentation, consent processes, and customer interactions follow approved healthcare, privacy, quality, and campaign guidelines.
- CRM & Lead Management: Maintain accurate lead records, monitor pipeline activity, and ensure timely follow-ups and callbacks.
- Performance & Reporting: Analyze KPIs and campaign trends, identify performance gaps, implement action plans, and communicate results, risks, and opportunities to management and clients.
- Workforce Management: Monitor staffing, attendance, schedule adherence, turnover, and coverage to support operational needs.
- Training & Readiness: Coordinate onboarding, ongoing training, and campaign updates to ensure specialists understand the Healthcare program, CRM requirements, and collections expectations.
- Continuous Improvement: Identify and implement opportunities to improve productivity, conversion, quality, and overall campaign performance.
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.
- Experience managing conversion goals, lead follow-up or collections performance.
- 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.