Position Summary
The Operations Manager is responsible for overseeing the daily operations of AmigoScale’s Rosarito office. This individual serves as the on-site leader, ensuring employees, clients, and office operations run smoothly while representing company leadership locally.
During AmigoScale’s startup phase, the Operations Manager will also perform Team Lead responsibilities, including coaching agents, monitoring performance, and supporting day-to-day customer service operations. As the company grows, additional leadership positions will be added, allowing the Operations Manager to focus on higher-level operational management.
Key Responsibilities
Operations
- Manage all day-to-day office operations.
- Open and close the office.
- Ensure operational readiness each day.
- Coordinate internet, equipment, maintenance, vendors, and office supplies.
- Maintain a professional, organized workplace.
- Submit daily and weekly operational reports to leadership.
Leadership
- Serve as the primary on-site representative for AmigoScale.
- Supervise customer service representatives.
- Coach employees and conduct performance discussions.
- Monitor attendance, punctuality, and schedule adherence.
- Assist with disciplinary coaching when needed.
- Foster a positive and accountable team culture.
Recruiting & Training
- Assist with recruiting and interviewing candidates.
- Coordinate onboarding for new hires.
- Ensure new employees receive proper training and equipment.
- Identify future leaders within the team.
Client Operations
- Monitor KPIs, quality, productivity, and customer satisfaction.
- Handle customer escalations when necessary.
- Ensure client expectations and service-level agreements are met.
- Communicate operational updates to leadership.
Administration
- Maintain employee records and documentation.
- Coordinate time-off requests and scheduling.
- Help ensure payroll information is accurate and submitted on time.
- Maintain confidentiality of employee and client information.
Qualifications
- 3+ years of customer service or call center experience.
- At least 1–2 years of supervisory or leadership experience.
- Fluent English and Spanish.
- Strong communication, coaching, and organizational skills.
- Comfortable working independently with minimal supervision.
- Proficient with Google Workspace, Microsoft Office, and CRM software.
- Reliable transportation to the Rosarito office.
Success in This Role
- Employees are engaged, supported, and accountable.
- Client expectations are consistently met.
- The office operates efficiently, even when executive leadership is off-site.
- Operational issues are identified early and resolved proactively.
- The team is prepared to grow as AmigoScale expands.
Job Type: Full-time
Pay: $5,000.00 - $5,500.00 per week
Ability to commute/relocate:
- 22700, Rosarito Centro, B.C.: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Do you understand under the team grows you may be acting as Operations Manager overseeing the site, and Team Lead capacity assisting the team.
Experience:
- Supervisor : 1 year (Required)
Work Location: In person
