Sr Operations Manager

Há 5 dias

San Salvador, Brasil InteLogix Tempo inteiro

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Requirements:

Education & Experience

  • Bachelor's degree in Business Administration, Operations Management, or a related field.

  • 10+ years of progressive experience in BPO or contact center operations.

  • 5+ years in a senior leadership or multi-program management role.

  • Proven experience managing large-scale operations (300+ FTE), preferably across multiple clients or lines of business.

Operational Expertise

  • Call Center experience is required.

  • Strong understanding of end-to-end BPO operations, including service delivery, workforce management, quality, training, and performance management.

  • Demonstrated experience driving KPIs such as Service Level, AHT, CSAT, QA, Productivity, and Cost per Contact.

  • Ability to identify operational risks and implement corrective and preventive action plans.

  • Experience leading ramp-ups, transitions, and stabilization phases.

Client & Stakeholder Management

  • Proven ability to manage senior-level client relationships and act as an escalation point.

  • Strong executive communication skills, both written and verbal.

  • Ability to align client expectations with operational capabilities and contractual commitments.

  • Experience presenting business reviews, performance results, and strategic recommendations.

Leadership & People Management

  • Demonstrated ability to lead, coach, and develop Operations Managers and senior leaders.

  • Strong change management and employee engagement skills.

  • Ability to build high-performing, accountable leadership teams.

  • Experience driving a performance-driven culture with a focus on accountability and continuous improvement.

Financial & Strategic Acumen

  • Strong understanding of P&L management, budgeting, forecasting, and margin optimization.

  • Experience making data-driven decisions that balance quality, cost, and scalability.

  • Ability to support pricing, staffing models, and capacity planning.

  • Strategic mindset with the ability to translate business objectives into operational execution.

Process Improvement & Technology

  • Experience with continuous improvement methodologies (Lean, Six Sigma, or similar).

  • Strong analytical skills with the ability to interpret operational and financial data.

  • Experience working with CRM platforms, WFM tools, QA systems, and reporting dashboards.

  • Ability to leverage technology and automation to improve efficiency and scalability.

Compliance & Governance

  • Strong understanding of compliance, data security, and regulatory requirements within a BPO environment.

  • Experience ensuring adherence to internal controls, client SLAs, and contractual obligations.

  • Ability to partner effectively with HR, Finance, IT, and Legal teams.

Personal Attributes

  • Results-oriented with a strong sense of ownership and accountability.

  • Highly organized, adaptable, and able to operate in a fast-paced environment.

  • Strong problem-solving and decision-making skills.

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