Overview About Gallagher GCoE LatAm Gallagher GCoE LatAm is part of Gallagher’s global network of Centers of Excellence, designed to deliver scalable, high-quality, and cost-effective solutions. With a strategy aligned to enterprise priorities, risk diversification, and long-term value creation, GCoE LatAm positions itself as a dynamic and future-ready partner. Through strategic service planning and the leverage of global talent, we drive operational efficiency, innovation, and sustainable growth across the region. Job Purpose: The Contact Center Operations Manager will lead daily operations of the LatAm Contact Center, overseeing customer service and quality assurance teams. This role focuses on continuous improvement, technology implementation, performance management, and cross-functional collaboration to ensure exceptional service delivery and alignment with global standards. How you'll make an impact Duties and Responsibilities: • Oversee daily operations of the LatAm Contact Center, including customer service and QA teams. • Lead coaching initiatives, real-time feedback, and performance tracking to drive agent development. • Manage the implementation of new platforms (, Genesys) and support regional expansion projects. • Coordinate IVR system enhancements and serve as a key contributor to customer experience initiatives. • Monitor and report on key performance indicators (KPIs), ensuring consistent goal achievement. • Facilitate training programs and onboarding for new hires across multiple divisions. • Collaborate with global teams to ensure SLA compliance and operational alignment. • Support the transition of temporary business units into permanent operations through strategic leadership. • Actively participate in the recruitment and selection process as well as direct, coach, mentor, and develop first-level supervisors and team leads. • Serve as a liaison with business partners to lead through changes and manage intake of new Gallagher departments. • Create and manage P&L reporting to both internal and external stakeholders. • Drive a culture of process improvement. • Manage a balance between quality and efficiency to deliver exceptional service results. • Produce and present reporting and metrics for review by senior leadership. • Performs other duties as assigned. About you Education • High School Diploma, Associate or Bachelor’s degree (or local equivalent) in Business Administration, Industrial Engineering, Marketing, International Business, or related fields. Experience • Over 7 years in contact center environments • Leading teams of 15+ agents, coordinated platform launches and site expansions in LatAm. • Delivering audits weekly, providing actionable feedback, and coaching. • Previous experience in launching new contact center branches and transitioning business units. • Proven success in reducing hold times and improving customer satisfaction metrics. • Preferred: Experience in digital transformation or automation of operational processes. Technical Knowledge • Advanced proficiency in contact center platforms (, Genesys, Avaya, Five9, Zendesk). • Familiarity with continuous improvement methodologies (Lean, Six Sigma, Kaizen). • Strong skills in data analysis and visualization tools (Advanced Excel, Power BI, Tableau). • Experience in managing P&L and operational budgets. Soft Skills • Inspirational leadership and talent development capabilities. • Effective communication and negotiation skills. • Strategic thinking and results-oriented mindset. • Ability to manage change and adapt to dynamic environments. Languages • Native Spanish. • Advanced English (minimum C1), capable of engaging with global stakeholders.