Senior Operations Manager – Call Center Monterrey

Senior Operations Manager – Call Center Operations

Location: Monterrey, Nuevo León, Mexico

Company: The LEGO Group

Department: Consumer & Shopper Engagement

Key Responsibilities

• Lead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadership
• Serve as the site leader for the Monterrey CSE operation, ensuring alignment with global strategies
• Manage operational performance including service level, productivity, quality, and customer satisfaction metrics
• Analyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plans
• Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams
• Coach and develop leaders to build engaged, high-performing teams
• Manage customer escalations and executive-level complaints to ensure positive outcomes
• Dri...