Senior Operations Manager

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for 750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter. Foundever is looking for a Senior Operations Manager. Job Summary: To plan, develop, coordinate, and direct the service for one or more client accounts by managing the activities of one or more customer support Supervisors, Team Managers and Representatives, while aggressively pursuing opportunities for account, site and/or corporate business growth; therefore, maximizing the use of company resources and minimizing the waste to keep financial indicators healthy Responsibilities: Administer performance by coaching supervisors and team managers, creating and maintaining development plans, conducting performance appraisals and one-to-one sessions, and recommending training and encouraging individual employee participation in decision making, through availability and real time management. calculate financial responsibility, through monthly client invoicing, budgeting, forecasting and financial data tracking necessary for the proper operation of the business. Elaborate annual business plans to be aligned to corporate strategies Facilitate the necessary resources for each Line of Business to be successful on the accomplishment of daily tasks and client expectations. Develop and maintain client rapport and complete satisfaction with contract and customer services. Provide the lead role in client communications in matters of support center performance, reporting, billing, systems, staffing, product development and complaints. Define measurement systems to monitor account performance against specific contractual metrics, production objectives, performance against goals, quality levels and norms, and employee development and retention Identify operational problems, analyze trends, and implement corrective and preventive actions. Maintain updated client contracts by documenting changes in scope and conducting periodical reviews. Negotiate with the client and approve changes in the account, such as call volume, type of service, changes in databases, and others Create budgets and forecasts to assure high management that business is profitable at a point in time. Meet periodically with client to revise all aspects related to the business. Requirements: At least 5 years of Call Center operation experience 3 or more years of supervisory and leadership experience. English Level: B2 or C1 Skills: Excellent written and oral communication skills (English and Spanish). Ability to resolve complex problems. Ability to define problems, collect data, establish facts, and draw valid conclusions. Able to prepare plan of action and document follow-up to plan. People skills Ability to adapt to change Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Location: México, MX

Posted Date: 5/8/2025