Operations Manager – Contact Center

About the role

Bilingual is looking for an experienced Operations Manager to lead its contact‑center operations across Latin America. The role demands strong analytical ability, leadership maturity, and proven expertise in workforce coordination and performance management within a BPO environment.

Key responsibilities

• Define and execute operational strategy aligned with business objectives and client requirements.
• Ensure consistent achievement of KPIs related to service level, quality, productivity, and efficiency.
• Lead capacity planning together with Workforce Management, RTA, Training, and Talent Acquisition, covering headcount, shift structures, and ramp‑up strategies.
• Incorporate operational scenarios such as absenteeism, shrinkage, and staffing variability to maintain service stability.
• Design and implement a Line Adherence governance model, including operational rules, reporting cadence, escalation paths, and role‑based accountability.
• Monitor and optimize adherence, conformance, and schedule compliance with real‑time tracking and proactive intervention.

Required profile

• Bachelor’s degree in Business, Marketing, Advertising, or a related field.
• 6+ years of experience in BPO operations, with at least 3 years in senior leadership roles.
• Proven expertise in Line Adherence and workforce optimization.
• Strong experience managing billing tied to operational performance.
• Advanced English proficiency (C1 or higher) and a results‑driven mindset.

Required skills