Bpo Operation Manager

Position Overview:We are seeking a results-driven BPO Operations Manager to lead and scale our back-office operations in Mexico City.
This individual will be responsible for managing day-to-day operations, ensuring service quality, implementing process improvements, and supporting the U.S.-based executive team.
The ideal candidate has prior experience managing BPO teams in a fast-paced financial services or fintech environment.Key Responsibilities:Set up and manage the BPO office, including facilities, equipment, and infrastructure.Recruit, train, and manage staff across key operational roles (customer service, collections, underwriting support, etc.
).Implement and monitor KPIs, SLAs, and quality assurance processes to ensure team performance aligns with company standards.Develop SOPs, workflows, and reporting structures to optimize efficiency.Work closely with U.S.-based leadership and cross-functional teams to align on business goals and priorities.Manage schedules, shift planning, and employee productivity to meet demand and maintain coverage.Identify and resolve operational bottlenecks, drive continuous process improvement.Ensure compliance with local labor laws, data privacy regulations, and company policies.Provide regular updates and performance reports to executive leadership.Act as a cultural and leadership ambassador, building a high-performance and collaborative work environment.Required Qualifications:3–5 years of experience managing BPO teams or contact center operations.Proven leadership skills and ability to manage cross-functional teams.Strong analytical and organizational skills with a data-driven mindset.Excellent communication in English and Spanish (written and verbal).Comfortable working with U.S.-based clients or executive teams.Experience with CRM systems, workforce management tools, and reporting platforms.