If you are a senior BPO leader in Colombia who thrives on scale, accountability, and results, this role is built for you.
As a Senior Operations Manager in Medellín, you will own the performance, profitability, and service delivery of multiple contact center programs, working directly with clients, senior leadership, and cross‐functional teams.
This is a high‐impact leadership role for professionals who know how to turn operational complexity into consistent outcomes.
Job Description:
About the Role
The Senior Operations Manager is responsible for directing, organizing, and overseeing the operational and business performance of multiple BPO programs.
This role ensures high productivity, efficiency, service quality, and profitability by applying advanced management strategies, data‐driven decision‐making, and continuous improvement initiatives.
The position requires strong expertise in contact center operations, including SLA management, workforce planning, financial performance oversight, and client relationship management.
The Senior Operations Manager aligns operational capacity with client expectations and organizational objectives while acting as a strategic partner to senior leadership and key clients.
Key Responsibilities
Operational & Program Leadership
Lead and oversee multiple operations and Program Managers, ensuring alignment with operational goals, SLAs, and client expectations
Communicate operational objectives and job expectations clearly to Program Managers
Review performance, compensation actions, and enforce policies and procedures
Ensure KPIs, career development plans, and performance objectives for Program Managers are achieved through coaching, training, delegation, evaluation, and continuous monitoring
Consolidate and analyze operational reports from Program Managers and present actionable insights to senior leadership and clients
Strategic & Financial Management
Define and execute operational strategies through needs assessments, performance reviews, capacity planning, root cause analysis, and cost‐benefit analysis




Forecast staffing and operational requirements to meet financial objectives
Prepare annual revenue and cost projections, analyze variances, and implement corrective actions
Manage profitability at program and portfolio levels, ensuring operational decisions support margins and client outcomes
Partner with senior leadership and clients to develop and manage operational standards and strategic plans
Workforce Management & Service Delivery
Analyze client‐provided call volume forecasts and demand projections
Work closely with Workforce Management teams to build schedules that meet SLA, demand, and cost targets
Ensure production objectives, quality standards, and client metrics are consistently met or exceeded
Process Improvement & Quality
Lead action plans tied to technical specifications, productivity, service quality, and client standards
Drive continuous improvement initiatives focused on efficiency, scalability, and performance
Identify operational risks and proactively implement mitigation strategies
People Management & Stakeholder Engagement
Ensure accurate and timely submission of payroll‐related information including hours, commissions, and bonuses
Model a leadership style that promotes accountability, engagement, and performance excellence
Strengthen Operations credibility through consistent and professional client engagement
Build and maintain trusted relationships with internal stakeholders and external clients
Additional Responsibilities
Perform other duties as assigned by senior leadership
Job Requirements:
Education & Experience
Bachelor's degree in Business Administration, Industrial Engineering,



or related fields with at least 5 years of experience in Contact Center operations, including senior management rolesOR
University‐level education with 7+ years of progressive experience in BPO operations and people management
Prior experience in the telecommunications industry is highly desirable
Required Experience
Proven experience managing multiple BPO programs or large‐scale Telco operations
Strong background in SLA management, KPI governance, workforce planning, and financial performance
Experience working directly with clients and senior‐level stakeholders
Skills & Competencies
Excellent verbal and written communication skills in English
Strong leadership, interpersonal, and organizational skills
Advanced analytical and problem‐solving capability
Proven ability in strategic planning, delegation, coaching, facilitation, and negotiation
Proficiency in Microsoft Excel, PowerPoint, and Word
Close attention to detail with strong execution discipline
Solid knowledge of:
Workforce planning and scheduling
People and performance management
Profitability and financial planning
Process improvement and operational strategy
Managing complex, multi‐client BPO environments
Ability to maintain confidentiality, credibility, and professionalism at all times
Work Schedule & Employment Details
Schedule: Monday to Friday, 8:00 AM – 5:00 PM
Location: Medellín, Colombia
Salary: To be determined based on experience and scope of responsibility>
Why Join Fusion CX?
This role offers senior‐level ownership in a structured, performance‐driven BPO environment where decisions matter and leadership impact is visible.
As a Senior Operations Manager in Medellín, you will influence multi‐program delivery, work closely with clients and executive leadership, and play a direct role in shaping operational strategy and profitability.
If you are looking for a leadership role that combines scale, accountability, and long‐term career growth in Colombia's BPO sector, this position delivers exactly that.
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📌 Senior Operations Manager – Medellin, Colombia (Medellín)
🏢 Fusion BPO Services
📍 Medellín