Find & Apply For Operations Manager / Supervisor Jobs in Pharr, Texas

Job Summary The Senior Operations Manager is responsible for leading multiple lines of business or operational functions while driving overall site performance, operational excellence, and financial results. This role provides strategic leadership to Operations Managers and Team Leaders, ensuring client expectations are consistently met while developing future leaders and executing business initiatives. The Senior Operations Manager serves as a key member of the site leadership team, partnering closely with Workforce Management, Quality, Training, Human Resources, IT, Finance, and Client Services to deliver exceptional customer experiences, maximize profitability, and support the company's long-term growth strategy. This position is expected to lead through influence, make data-driven decisions, identify opportunities for continuous improvement, and build a high-performance culture focused on accountability, employee engagement, and client satisfaction. Supervisory Responsibilities Directly manages Operations Managers and may oversee Team Leaders and support staff. Provides indirect leadership for multiple teams, departments, or programs. Coaches, mentors, and develops leaders to strengthen succession planning and organizational growth. Builds a culture of accountability, collaboration, and continuous improvement. Duties & Responsibilities Operational Leadership Lead multiple programs or lines of business to consistently achieve operational, financial, and client performance goals. Develop and execute operational strategies that align with company objectives and client expectations. Drive operational consistency through standardized processes, best practices, and continuous improvement initiatives. Ensure all programs consistently meet or exceed service level agreements (SLAs), quality standards, productivity goals, and compliance requirements. Monitor operational trends and proactively implement action plans to improve performance. Financial & Business Management Own the financial performance of assigned programs, including revenue, labor management, profitability, forecasting, budgeting, and expense control. Partner with Workforce Management to ensure staffing aligns with business demand while maximizing labor efficiency. Review financial reports, identify opportunities to improve margins, and implement corrective actions. Drive initiatives focused on improving EBITDA, reducing operating costs, and increasing operational efficiency. Monitor billable and non-billable hours to maximize revenue opportunities. Client Partnership Build and maintain strong relationships with clients and business partners. Lead client business reviews, operational meetings, and performance discussions. Present operational results, action plans, and strategic initiatives with confidence. Serve as the primary escalation point for operational and client concerns. Leadership & Talent Development Recruit, develop, coach, and retain high-performing leaders. Conduct regular one-on-one meetings focused on performance, development, and career growth. Identify future leaders and create succession plans for key operational roles. Foster an environment of accountability, engagement, recognition, and continuous learning. Partner with Human Resources on employee relations, performance management, and organizational development. Performance Management Analyze operational dashboards, KPIs, client scorecards, attendance, productivity, quality, adherence, and customer satisfaction metrics. Develop and execute action plans to address performance gaps. Ensure consistent execution of coaching, recognition, and performance improvement initiatives. Drive a culture focused on operational excellence and continuous improvement. Cross-Functional Leadership Partner closely with Workforce Management, Training, Quality Assurance, HR, IT, Recruiting, Facilities, and Finance to achieve business objectives. Participate in strategic planning sessions and organizational initiatives. Lead operational readiness for new client launches, business expansions, and process improvements. Ensure effective communication across all operational departments. Compliance & Risk Management Ensure compliance with company policies, client requirements, security standards, and regulatory guidelines. Promote a safe, secure, and compliant work environment. Support internal and external audits and implement corrective actions when necessary. Additional Responsibilities Maintain regular attendance and dependability. Perform additional duties as assigned. Required Skills & Abilities Strong executive leadership and people development skills. Demonstrated ability to lead multiple operational teams simultaneously. Strong financial and business acumen. Excellent analytical and problem-solving skills. Ability to interpret operational and financial data to drive business decisions. Excellent communication, presentation, and interpersonal skills. Strong project management and organizational abilities. Experience leading change management initiatives. Ability to build strong client relationships. High level of accountability and ownership. Proficiency in Microsoft Office Suite and call center technologies. Ability to thrive in a fast-paced, results-driven environment. Education & Experience High School Diploma or equivalent required. Associate's or Bachelor's degree in Business Administration, Management, or a related field preferred. Minimum of 3-5 years of Operations Management experience in a BPO or contact center environment. Previous experience leading multiple programs or managing other Operations Managers preferred. Demonstrated success in achieving financial, operational, and client performance goals. Proven experience managing budgets, labor planning, forecasting, and workforce optimization. Strong track record of improving KPIs, employee engagement, retention, and client satisfaction. Experience presenting business reviews and operational performance to executive leadership and clients preferred.

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person