Operations Manager – Contact Center (Line Adherence Expert)
LATAM |C1 English Required
At Bilingual, we support global companies with high-performance contact center operations across Latin America.
With teams operating 24/7 and supporting clients in multiple industries, our focus is simple:
operational discipline, strong leadership, and consistent delivery of results.
We are looking for an Operations Manager with strong experience in Line Adherence (LAT), workforce coordination, and operational performance management.
This role plays a key part in ensuring operational stability, client satisfaction, and performance across assigned programs.
Key Responsibilities
Define and execute the operational strategy aligned with business objectives and client requirements.
Ensure consistent achievement of SLAs and KPIs related to service level, quality, productivity, and operational efficiency.
Lead capacity planning in coordination with Workforce Management, RTA, Training, and Talent Acquisition, including headcount planning, shift structures, and ramp-up strategies.
Incorporate operational scenarios considering absenteeism, shrinkage, and staffing variability to maintain service stability.
Implement and sustain a Line Adherence governance model, including operational rules, thresholds, reporting cadence, escalation paths, and accountability by role (Team Leaders / Coordinators).
Manage and optimize adherence, conformance, and schedule compliance, ensuring real-time monitoring and proactive intervention when deviations occur.
Conduct root cause analysis of adherence deviations such as extended breaks, late logins, offline time, or schedule drift, and implement corrective actions.
Work closely with WFM and Operations leadership to ensure staffing alignment with demand.
Lead and develop Team Leaders and Coordinators, driving accountability and performance management across teams.
Identify operational risks and activate performance recovery plans when required.
Qualifications
5+ years of experience in Contact Center Operations
2+ years in a leadership role managing Supervisors or Team Leaders
Demonstrated experience managing Line Adherence Time (LAT), schedule compliance, and real-time operations
Experience working closely with Workforce Management teams and RTA environments
Strong analytical mindset and experience managing operational metrics
Proficiency in Excel and performance reporting tools
Experience with contact center platforms such as Genesys, NICE, Avaya, or similar
English (C1) required
Hybrid work in LATAM
What We Value
At Bilingual we look for leaders who:
Drive performance through operational discipline
Are comfortable managing teams in high-accountability environments
Use data to guide decision making
Lead with ownership and a strong client-service mindset