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.
About the Role:
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 margi

📌 Senior Operations Manager (Medellín)
🏢 Fusion CX
📍 Medellín