As an Operations Manager, you will oversee and direct the operations for one of our most complex clients. You will directly oversee the management team to ensure high-quality performance and effective operations. You will serve our customers through the development and implementation of the best cell center methods and procedures. You will also recommend and implement process improvements that lead to operational cadence.
- You will report directly to the VP of Service Delivery.
- The position will be based in our Barranquilla call center and you will:
- Plan and organize day-to-day activities of management related to production and operations.
- Set clear expectations and develop an operational cadence for the management team.
- Measure productivity by analyzing performance data and activity reports.
- Manage service delivery and sales performance to meet client needs and revenue targets
- Determine labor needs to achieve intraday, daily, weekly, and monthly SLA targets and KPIs.




- Identify underperforming areas and inefficient processes and develop strategies to gain improvement and communicate recommendations to respective departments.
- Hire and train staff, provide developmental opportunities, evaluate employee performance, and recommend and initiate promotions, transfers, and disciplinary actions.
- Ensure compliance with all company policies and procedures.
- Motivate and develop future leaders of the company through coaching, mentoring, and performance goal setting.
- Provide updates on programs to internal teams as well as clients.
- Participate in and lead Weekly, Monthly and Quarterly Business Reviews with the Client.
- Manage the program as efficiently as possible by maximizing opportunities to deliver on key operational metrics.
- Support account growth, change management, and transformational activities.
- Work with the management team to ensure compliance with company policy, state, and federal employment law.
- Perform other duties as needed.

Who Yo

📌 Operations Manager (Barranquilla)
🏢 unifyCX
📍 Barranquilla