Operations Manager
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Job Location:
San Pedro Sula - Honduras
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Operations Manager (C1C2 EN/ES) (Honduras/SPS)
Location: San Pedro Sula Honduras
Industry: BPO / Contact Center
Market: United States (USA)
Employment Type: Full-time
Role Summary
We are seeking a results-driven Operations Manager with extensive BPO experience to lead day-to-day performance supporting U.S. clients. This role oversees service delivery KPIs workforce planning and stakeholder relationships to ensure efficiency client satisfaction and continuous performance improvement.
The ideal candidate is a strong bilingual (English/Spanish) leader data-driven and experienced in managing medium-to-large operational teams within a fast-paced environment.
Key Responsibilities
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Lead daily BPO operations ensuring achievement of contractual KPIs (CSAT AHT NPS QA SLA Sales).
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Partner with U.S. clients and internal stakeholders to align goals action plans and priorities.
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Monitor operational dashboards and drive continuous improvement initiatives.
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Supervise Team Leads Supervisors and agents ensuring coaching development and performance management.
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Support new business launches transitions and ramp activities.
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Conduct weekly/monthly reviews and business updates to clients and senior leadership.
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Collaborate with WFM Quality Training and HR to achieve operational excellence.
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Ensure compliance with security and organizational policies.
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Manage staffing scheduling and productivity optimization.
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Analyze data to detect performance gaps and create corrective action plans.
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Promote employee engagement and retention strategies.
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Support budgeting forecasting and resource planning discussions.
Requirements
Education:
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Bachelors degree in Business Management Communications or related field.
Experience:
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5 years of BPO operational experience.
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2 years in a leadership role (Operations Manager / Sr. Supervisor / Account Manager).
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Proven record managing U.S. market programs and meeting/exceeding KPIs.
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Experience in high-volume customer service sales or tech support operations.
Skills:
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English proficiency (C1C2); Spanish bilingual.
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Strong data analysis reporting and leadership skills.
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Proficient in WFM systems CRM/Helpdesk tools dashboards and MS/Google Suite.
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Excellent communication problem-solving and team management abilities.
Core Competencies
Leadership & Team Development Performance Management Client Relationship Management
Decision-Making Data-Driven Analysis Workforce Planning Continuous Improvement Adaptability & Resilience
Benefits (Customizable)
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Competitive salary
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Performance bonuses
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Medical benefits
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Paid time off
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Professional development & certifications
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Growth opportunities
Success Metrics / KPIs
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KPI attainment (CSAT NPS AHT QA SLA)
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Operational efficiency & productivity
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Attrition & absenteeism rates
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Client satisfaction & relationship health
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Training nesting & ramp success
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Forecasting & staffing accuracy
How to Apply
Submit your updated résumé and LinkedIn profile including a short paragraph explaining why you are the ideal candidate for this position.
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
