Job Opportunity Bilingual Coordinator (Phone & Non-Phone Operations)
Location: Bogotá
Job Type: Full-time
Schedule: Monday to Friday, with occasional weekend availability
Language Requirement: English level B2 (mandatory)
About the Role:
We are seeking a highly organized and experienced Bilingual Coordinator to lead and support both phone and non-phone operations. This role requires strong leadership, analytical skills, and a deep understanding of contact center KPIs and performance optimization. The ideal candidate has experience managing other leaders (coordinators and supervisors) and thrives in fast-paced environments.
Key Responsibilities:
Lead and manage teams composed of supervisors and coordinators.
Monitor and optimize operational KPIs: CSAT, NPS, FCR, AHT, SLA, Abandonment Rate, COPC compliance, etc.
Analyze performance data and generate strategic reports.
Ensure alignment with customer experience standards and quality guidelines.
Design and implement continuous improvement initiatives.
Participate in the development of the customer journey and experience mapping.
Soft Skills Required:
Ability to work under pressure in fast-paced environments.
High level of personal organization and discipline.
Emotional stability and strong commitment to team goals.
Excellent verbal and written communication.
Results-driven mindset and strong problem-solving skills.
Availability and flexibility for weekend support when required.
Profile & Requirements:
Minimum 3 years of leadership experience (not limited to supervising agents).
Proven experience managing supervisors, preferably in BPO or CX environments.
Bachelors degree in Business Administration, Engineering, or related fields.
Intermediate Excel skills (advanced level is a plus).
Experience or training in teaching or mentoring is a strong asset.
Knowledge of customer journey design and experience strategies.
Why Join Us?
Opportunity to lead high-impact teams in a dynamic environment.
Professional growth within a people-focused company.
Collaborative and innovation-driven culture.