Hybrid (implied from the collaboration with global teams)
Lead daily contact center operations
Manage operational performance metrics
Analyze performance trends
The LEGO Group is seeking a Senior Operations Manager for its call center operations in Monterrey, Mexico. This role involves overseeing a large team of Customer Service Advisors, driving operational excellence, and fostering employee engagement within a global framework
Job Summary
The LEGO Group is looking for an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey.
In this role, you will oversee a large-scale contact center operation supporting more than 100 Customer Service Advisors, ensuring operational excellence, outstanding consumer experiences, and strong employee engagement.
At the LEGO Group, we believe great leadership creates environments where people thrive.
Matching Summary
Match Score: 85
The LEGO Group is seeking a Senior Operations Manager for its call center operations in Monterrey, Mexico. This role involves overseeing a large team of Customer Service Advisors, driving operational excellence, and fostering employee engagement within a global framework.
Skills & Requirements
Must-have
Lead daily contact center operations
Manage operational performance metrics
Analyze performance trends
Drive continuous improvement initiatives
Foster inclusive work environment
Nice-to-have
Strategic thinking and inspirational leadership
Partner with global stakeholders
Build high-performing teams
Exceptional service experiences
Key Requirements
Extensive experience in call center operations
Proven experience leading large teams (100+ employees)