Pacifica Continental
Operations Manager
Lima, lima, Peru - Full Time
The Senior Manager – Call Center Operations is responsible for overseeing the performance, quality, and operational efficiency of large-scale call center teams. This role requires strong leadership, client management, and process optimization skills to ensure excellence in customer service and operational performance.
Candidate Profile
Required Qualifications & Experience:
Key Competencies
Critical Competencies:
Roles & Responsibilities
Operational Management:
Expected Outcomes:
Required Qualifications & Experience:
- 7+ years of experience in the BPO industry or related fields.
- Proven ability to manage large teams (50+ members) in a high-paced environment.
- Strong experience in client interactions, business reviews, and client relationship management.
- Exceptional verbal and written communication skills in English, Spanish, and Portuguese.
- Expertise in using Microsoft Office applications for business reporting and analysis.
- Ability to adapt to changing business needs and work flexible shifts as required.
- Experience in BPO Quality, Customer Care, or Technical Support.
- Strong analytical and problem-solving skills.
- Ability to drive process improvements and performance optimization.
Critical Competencies:
- Process Knowledge & Optimization: Quickly assimilate and enhance operational workflows.
- People Management & Leadership: Effectively lead, motivate, and develop teams.
- Detail-Oriented & Results-Driven: Ensure high-quality service delivery and adherence to performance metrics.
- Stakeholder Management: Serve as a key liaison between internal teams and clients.
- Professional Conduct: Maintain high standards in communication, behavior, and workplace ethics.
- Team Leadership & Motivation
- Time & Task Management
- Client Relationship Management
Operational Management:
- Ensure critical performance metrics (KPIs) are consistently met.
- Lead client/vendor reviews and calibrations to align service quality with expectations.
- Manage multiple teams and ensure smooth operational execution.
- Prepare and present client reports, business reviews, and strategic recommendations.
- Conduct audits and quality checks on team leaders and floor support staff.
- Provide regular feedback to teams and identify training needs.
- Implement strategies for bottom-quartile management to improve performance.
- Drive process improvements and innovation to optimize efficiency.
- Ensure directives from senior leadership are effectively communicated and implemented.
- Organize team huddles, task delegation meetings, and performance discussions.
- Promote employee retention and career development through structured mentoring.
- Uphold organizational policies and security requirements.
- Act as the primary point of contact for client queries and escalations.
- Represent the team in client meetings, business reviews, and performance discussions.
- Lead the remediation of major incidents and drive resolution strategies.
- Consistently meet and exceed client deliverables and service-level agreements (SLAs).
- Foster a high-performance culture with continuous improvement and accountability.
- Strengthen relationships with clients and internal stakeholders.
- Develop a motivated, engaged, and high-performing call center team.
