Operations Manager (C1-C2 EN/ES) (Honduras/SPS)

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

Lead daily BPO operations ensuring achievement of contractual KPIs (CSAT, AHT, NPS, QA, SLA, Sales).

Partner with U.S. clients and internal stakeholders to align goals, action plans, and priorities.

Monitor operational dashboards and drive continuous improvement initiatives.

Supervise Team Leads, Supervisors, and agents, ensuring coaching, development, and performance management.

Support new business launches, transitions, and ramp activities.

Conduct weekly/monthly reviews and business updates to clients and senior leadership.

Collaborate with WFM, Quality, Training, and HR to achieve operational excellence.

Ensure compliance with security and organizational policies.

Manage staffing, scheduling, and productivity optimization.

Analyze data to detect performance gaps and create corrective action plans.

Promote employee engagement and retention strategies.

Support budgeting, forecasting, and resource planning discussions.

Requirements

Education:

Bachelors degree in Business, Management, Communications, or related field.

Experience:

5+ years of BPO operational experience.

2+ years in a leadership role (Operations Manager / Sr. Supervisor / Account Manager).

Proven record managing U.S. market programs and meeting/exceeding KPIs.

Experience in high-volume customer service, sales, or tech support operations.

Skills:

English proficiency (C1C2); Spanish bilingual.

Strong data analysis, reporting, and leadership skills.

Proficient in WFM systems, CRM/Helpdesk tools, dashboards, and MS/Google Suite.

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)

Competitive salary

Performance bonuses

Medical benefits

Paid time off

Professional development & certifications

Growth opportunities

Success Metrics / KPIs

KPI attainment (CSAT, NPS, AHT, QA, SLA)

Operational efficiency & productivity

Attrition & absenteeism rates

Client satisfaction & relationship health

Training, nesting & ramp success

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.