About the Job

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

Ensure proper planning, staffing and direction of the operational functions

Manage and supervise teams

Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees

Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service

Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

Develop customized reporting to measure and track operational statistics, data and results

Develop solutions to improve business performance and partner success

Use analytics,



investigation and reasoning to quickly develop solutions for ad hoc issues

Motivate teams through relationship building and real-time coaching

Develop and deploy incentive programs to motivate employees to achieve desired outcomes

Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

Collaborate with other departments within the organization (HR, IT, etc) to resolve issues

Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have…

Completion of post-secondary education (a major in Business or Commerce will be considered an asset)

A minimum of 5 years of experience in the contact center industry

At least 3 years of experience in an Operations Management role overseeing front-line employees

Experience in client relationship management and employee development/coaching

Exp

📌 Operations Manager (Bogotá)
🏢 In Touch
📍 Bogotá