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

About the job 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.



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