Join a fast-growing healthcare contact center with clear KPIs, real ownership, and long-term growth.:
Role Snapshot:
- Role: Contact Center Manager
- Location/Type: Cali, Colombia - Full-time - Onsite
- Pay: 7,500,000 COP/month
- Schedule: 10:00 AM - 7:00 PM Colombia time
- Days Off: 2 rotating days weekly. Weekend availability required.
Lead a high-volume bilingual contact center supporting US healthcare operations. Own team performance, coaching, scheduling, and KPI improvement without layers of slow approvals.
What you'll do:
- Lead 30+ agents and team leads daily
- Improve conversion rates, QA scores, and schedule adherence
- Run coaching sessions, 1:1s, and performance plans
- Monitor queues and staffing in real time
- Build reports using Excel and Google Sheets
- Handle escalations calmly and professionally
- Create SOPs and client-facing updates in English
Must-haves:
- Bilingual English/Spanish, B2+ minimum
- 5+ years managing contact center teams
- Experience managing KPIs and agent performance
- Strong Excel or Google Sheets reporting skills
- Comfortable with US-based stakeholders
- Available for background check
Nice to have:
- Outbound sales or appointment-setting experience
- US healthcare experience: Medicare or Medicaid
- Experience using Five9 or similar dialers
- Familiarity with QA scorecards and calibrations
Perks & pay:
- Pay: 7,500,000 COP/month
- Performance-based salary increase after 6 months
- All Colombian benefits included
- Stable full-time onsite schedule
- High-impact leadership role with growth opportunity
Schedule & setup:
- Onsite role in Cali, Colombia
- 10:00 AM - 7:00 PM Colombia time
- Rotating days off each week
- Weekend availability required when needed
Impact & Growth:
Your work directly improves team output, customer experience, and operational stability. You'll help scale a growing healthcare contact center with measurable results from day one.
You like pace, accountability, and direct feedback. You solve problems
📌 Contact Center Manager (Cali)
🏢 Urrly
📍 Cali