We’re seeking a driven BPO Operations Manager to oversee and optimize our Barranquilla operations. You’ll lead a team, manage key performance metrics, and implement strategies to exceed client expectations. If you’re passionate about driving efficiency, improving customer service, and mentoring teams, we want to hear from you!
Key Responsibilities:
- Leadership & Strategy: Lead the team to meet operational goals, develop strategies for continuous improvement, and align performance with client objectives.
- Performance Management: Monitor KPIs (AHT, FCR, CSAT, SLA) to ensure high-quality service and operational efficiency.
- Team Development: Coach and mentor supervisors, agents, and analysts, fostering a high-performance culture.
- Process & Quality Improvement: Identify and implement best practices to enhance service quality and reduce costs.
- Client & SLA Compliance: Ensure adherence to client SLAs and deliver excellent service standards.
- Reporting & Insights: Provide performance reports and actionable insights to senior leadership.
- Financial Oversight: Manage budgets and forecasts to balance operational efficiency with cost-effectiveness.
What We’re Looking For:
- Minimum 3 years of proven experience as a BPO Operations Manager.
Expertise in performance management and financial oversight.
Excellent communication skills (English and Spanish).
A customer-centric mindset with a passion for quality service.
Availability to work on site.
Why Join Us?
Competitive salary.
Opportunities for professional growth and advancement.
Collaborative and innovative work culture.