{"id":1486009,"url":"https://alion.io/job/redial-bpo-senior-operations-manager","title":"Senior Operations Manager","company":{"id":695622,"name":"Redial BPO","domain":"redialbpo.com","url":"https://alion.io/company/redialbpo","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rio de Janeiro, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":86000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6387},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PCI DSS","optional":false}],"status":"live","first_seen_at":"2026-09-29T21:41:19Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-21T19:47:06Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"We are looking for a talented Senior Operations Manager!\nJob Title: Senior Operations Manager - BPO Call Center\nLocation: Torre Cosmopolitan, 22010, Zona Urbana Río Tijuana, B.C.\nDepartment: Operations\nRole Purpose\nThe Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Senior Operations Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embody Redial’s core value of Winning as One.\nJob Summary\nWe are seeking a dynamic Senior Operations Manager to lead our BPO call center operations in Mexico, servicing Internationally based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.\nKey Responsibilities\nOperational & Financial Oversight:\nEnsure end-to-end delivery and consistent achievement of all Service Levels (SLAs) and Key Performance Indicators (KPIs) for client programs.\nDrive productivity, quality, and customer experience improvements through strategic planning and process optimization.\nEnsure efficient resource use, accurate forecasting, and capacity planning.\nDeliver accurate and timely reports to internal and external stakeholders, contributing to strategic decision-making and business growth.\nTeam Leadership & Development:\nLead, mentor, and coach Operations Managers and Supervisors to foster a high-performance, accountable culture.\nDrive employee engagement, motivation, and retention.\nPartner with HR and L&D on performance management, succession planning, and addressing Industrial Relations (IR) matters fairly.\nClient Relationship Management:\nServe as the primary strategic contact for assigned clients, building value-driven partnerships.\nConduct regular business reviews, proactively communicating performance, risks, and improvement plans.\nEnsure prompt and effective management of all client escalations.\nCompliance, Quality, & Risk Management:\nEnsure strict adherence to company policies, Mexican labor laws, and client contractual obligations.\nUphold compliance with industry standards like POPIA, HIPAA, PCI DSS, and ISO.\nImplement swift corrective actions for non-conformance.\nCulture & Values:\nChampion a \"Winning As One\" culture that promotes teamwork, integrity, and accountability.\nLead by example to create an inclusive, collaborative, and ethical work environment.\nBehavioral Competencies\nAuthentic Leadership: Leads with transparency, empathy, and integrity.\nStrategic Thinking: Anticipates challenges and builds forward-looking plans.\nCollaboration: Promotes teamwork and unity across departments and sites.\nResilience: Demonstrates calm and confidence under pressure.\nResults Orientation: Focused on outcomes, execution, and measurable success.\nInnovation & Improvement: Continuously seeks smarter, more efficient ways to operate.\nClient-Centricity: Understands and prioritizes client needs, ensuring long-term trust.\n People Empowerment: Develops and uplifts others through coaching and recognition.\nQualifications:\nMinimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role.\nBachelor’s degree in business administration, Operations Management, or related field a plus.\nFluent in English and Spanish (spoken and written).\nProficient in workforce management tools, CRM systems, and Microsoft Office Suite.\nStrong understanding of U.S. customer service standards and expectations.\nProven ability to lead large teams and manage complex operations.\nExcellent communication, people leadership, relationship management skills problem-solving, and organizational skills.\nExperience managing international clients (U.S., U.K., or E.U.) advantageous.\nCertification or knowledge in Lean, Six Sigma, or continuous improvement methodologies preferred.\nFamiliarity with remote and hybrid workforce models.\nJoin our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!\nAll suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.\nREDIAL BPO will never request any form of payment-whether for applications, interviews, or job placements-from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.","description_format":"text","description_chars":5094,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-29T23:19:32Z"}],"visa":[],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.772,"p_room":0.55,"age_days":21,"expected_fill_days":19,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/redial-bpo-senior-operations-manager","json_url":"https://alion.io/job/redial-bpo-senior-operations-manager.json","meta":{"generated_at":"2026-10-21T20:22:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28975,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":695622},"rest":"https://alion.io/mcp/rest/get_company?id=695622"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fredial-bpo-senior-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fredial-bpo-senior-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fredial-bpo-senior-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/redial-bpo-senior-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fredial-bpo-senior-operations-manager"}]}