Operations Manager

About the role

We are looking for a strategic Operations Manager to lead our contact centre in Santo Domingo. The role focuses on delivering service excellence, driving productivity and supporting business objectives in a fast‑paced, international environment.

Key responsibilities

• Lead daily operations of assigned contact‑center teams, ensuring operational excellence.
• Monitor and drive KPIs such as service level, quality, productivity, customer satisfaction, attendance and revenue.
• Coach, mentor and develop supervisors and agents to boost performance and engagement.
• Analyze operational reports to identify trends, risks and improvement opportunities.
• Design and implement action plans that improve efficiency and meet business goals.
• Collaborate with Quality Assurance, Training, Workforce Management, HR and other departments.
• Ensure compliance with company policies, client requirements and procedures.
• Manage staffing, scheduling and resource allocation to meet demand.
• Resolve escalated customer or operational issues promptly.
• Promote a culture of accountability, teamwork and continuous improvement.

Required profile

• Bachelor’s degree in Business Administration, Management or related field (preferred).
• Minimum 2 years experience in operations or similar management roles.
• Strong leadership, coaching, communication and decision‑making abilities.
• Advanced analytical and problem‑solving skills with experience interpreting operational metrics.
• Fluent in English, both written and spoken.
• Flexibility to work varied schedules based on business needs.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM systems.
• Familiarity with contact‑center reporting tools.

What we offer

• Competitive salary and performance‑based incentives.
• Professional development and leadership growth opportunities.
• Collaborative, dynamic work environment within a growing international organization.