Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at5x6

This leadership role is idóneo for professionals exploring call center jobs in Colombia or BPO manager jobs in Colombia who can drive performance across retention programs in a fast-paced telecom environment. You will lead end-to-end contact center operations, manage multiple supervisory teams, and ensure consistent delivery of KPIs, customer experience, and operational efficiency. This is a client-facing role requiring strong leadership, data-driven decision-making, and the ability to translate performance into clear business outcomes.
Key Responsibilities:
Operational Performance & KPI Delivery
- Own and deliver key metrics, including AHT, CSAT, NPS, QA, SLA, and retention rates
- Monitor real-time and historical performance trends and drive recovery actions
- Ensure strong floor management and consistent service delivery

Leadership & People Management
- Manage 4-6 Supervisors and oversee frontline team performance
- Drive coaching, accountability, and leadership development
- Build a high-performance, engagement-driven team culture

Client & Stakeholder Management




- Act as the primary point of contact for client stakeholders
- Lead business reviews and present performance updates
- Manage escalations with structured recovery and action plans

Executive Reporting & Insights
- Develop PowerPoint presentations for client and internal reviews
- Translate data into insights, trends, and actionable recommendations
- Maintain dashboards and ensure accurate reporting

Quality & Customer Experience
- Improve retention outcomes while maintaining strong customer experience scores
- Partner with QA teams to identify gaps and implement coaching plans
- Leverage Voice of Customer insights to drive improvements

Financial & Cost Management
- Manage cost drivers such as overtime, shrinkage, and staffing efficiency
- Optimize headcount and productivity while maintaining quality standards

Process Improvement & Operational Excellence
- Identify gaps and implement process improveme

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at5x6

📌 Assistant Manager (Medellín)
🏢 Fusion CX
📍 Medellín