Job Description

GROWTH OPPORTUNITY

Operations Manager

Site: Zentralia

Modality: B&M

L-V 9.00 a 19.00 h

Apply before: Friday, April 10th, 2026

The Business Manager is the client´s main operational point of contact. Responsible for managing the operation daily. Creates strategies aligned with the vision and priorities of TP and its client, ensuring, and guaranteeing the necessary resources to meet the client´s needs

Education and specific training

• Professional career in Engineering, bachelor’s degree or equivalent indispensable.
• Master’s degree in business administration or similar desirable
• BMs managing US clients: Visa preferred and English level B2 or higher.
• BMs managing domestic customers: Visa desirable and English level B1 or higher

Key Responsibilities

1. Customer Relationship and Satisfaction (KSAT)

• Develop an annual tactical plan aligning the vision, strategy and priorities of TP and its customers, making sure to have, during execution, the necessary resources to meet the customer's needs.
• Map with the help of Client Services/Solutions the client's organizational structure and its different operations to identify business opportunities (farming and hunting).
• Provide value to the client by understanding the client's industry (becoming an expert) and developing proposals that meet the client's needs.
• Act as the main point of contact for the customer to simplify communication between TP and the customer.
• Develop and coordinate the execution of the annual KSAT plan based on feedback provided by the customer in previous KSAT surveys, escalations, in formal sessions (MBR, QBR, 1 on 1) or informal sessions (calls).
• Coordinate communication with the customer using appropriate channels.
• Lead action plans aimed at addressing customer escalations.
• Coordinate internal departments (ITAL, Training, QA, WFM, IT, ...) to align efforts towards meeting customer needs and expectations.

1. Operational performance and rigor (compliance with KPIs and PT standards).

• Utilize and disseminate the use of Lean Six Sigma methodology for the detection of root causes and the development of action plans aimed at achieving the customer's KPIs.
• Define a strategy for managing the customer's scorecard and vendor ranking (if any) with the intention of meeting all KPIs and occupying at least the top third in the vendor ranking.
• Ensure the implementation and execution of Teleperformance's operational basics and standards (BESTs and TOPS).
• Ensure compliance with customer expectations in the established review cycles (WBR, MBR, QBR, YBR) making sure to always include strategic, innovative and/or value-added proposals in the quarterly reviews.

• Ensure compliance with the operating assumptions used in the quotation of its programs.

1. Efficiency and profitability control

• Manage the operation by taking measures to maximize uptime and optimize costs to achieve financial goals for revenue, contribution margin and EBIT.
• Create a revenue growth (farming) plan by understanding customer and industry needs.
• Monitor, control and improve the efficiency metrics of your operations (turnover, graduation rate, shrinkage, occupancy, operating ratios, ...).
• Monitor and report deviations in revenue and contribution margin on a weekly basis

1. The development of your work team and control of the work environment (ESAT)

• Collaborate with the HR Business Partner in the development and execution of the ESAT/GPTW
• improvement plan and employee retention (turnover reduction).
• Promote in conjunction with HR the development plans of their work team (JUMP)

1. Compliance with contractual and safety requirements established with each customer.

• Leading contractual discussions and negotiations with its customers.
• Frequently review contracts to ensure compliance with all requirements established with the customer.
• Ensure compliance with Information Security policies (courses, guidelines, GECSPs, ...) in your operation

Work Experience

• 3+ years in management positions
• 3+ years of contact center experience.
• Strong knowledge of the business, its metrics and management principles (budget, systems, team
• Management, customer management, etc.).

Technical skills

• Knowledge in Contact Center Systems (Avaya CMS Supervisor (or equivalent))
• Strong negotiation skills
• Quality tools such as root cause analysis, cause and effect diagrams, histograms or control charts
• Basic knowledge of statistics
• Ability to use MS Office tools
• Knowledge of Human Resources processes
• English B2
• 3 years Account Manager / Operations Manager

IMPORTANT:

• You must have at least 6 months of tenure in your current position to apply and no administrative penalties in the last 90 days applies for administrative positions.
• Please have your manager send a feedback letter to Sharday.GonzalezOviedo@teleperformance.com

• Only applications through HCM will be considered, please be sure to apply to the job and attached your resume.

At TP México, consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.

At TP  we celebrate and value diversity