? We’re Hiring: Operations Manager – Call Center.

Are you an experienced operations leader passionate about driving high performance, developing teams, and turning data into results?

We are looking for an Operations Manager to lead multiple frontline teams, strengthen leadership capabilities, and ensure consistent delivery across customer experience, productivity, quality, financial, and people metrics.

What you’ll do

- Lead Supervisors/Team Leaders and frontline teams to achieve operational and business targets.
- Own key KPIs such as Service Level, ASA, AHT, Occupancy, Adherence, Quality, CSAT/NPS, FCR, Conversion, Attendance, Attrition, and Productivity.
- Lead daily, weekly, and monthly performance reviews, identifying trends, root causes, risks, and action plans.
- Coach and develop frontline leaders through performance management, succession planning, and leadership development.
- Partner with WFM, Quality, Training, HR, Recruitment, IT, and other support functions to drive operational excellence.
- Develop and execute performance improvement plans for teams, processes, and KPIs.
- Drive continuous improvement through data-driven decision-making, root-cause analysis, and structured problem-solving.
- Build a culture of accountability, engagement, recognition, attendance, and retention.
- Manage escalations and communicate results, risks,



and action plans with clients and senior leadership.
- Support change initiatives, headcount planning, cost control, and productivity objectives.

What we’re looking for

- 5+ years of experience in Contact Center/BPO Operations.
- 2–3+ years of experience managing Supervisors, Team Leaders, or large operational teams.
- Proven track record of achieving challenging performance targets.
- Strong knowledge of Contact Center Operations, WFM, Quality, Coaching, and Performance Management.
- Experience in client-facing environments with strong executive communication skills.
- Advanced Excel and PowerPoint skills; experience with dashboards, CRM, WFM, and telephony platforms is a plus.
- Experience with Lean, Six Sigma, Kaizen, or other structured problem-solving methodologies is desirable.
- Bachelor’s degree preferred.
- English proficiency aligned with business requirements.

Key competencies

Leadership | Analytics | Execution | Continuous Improvement | Client Management | People Development | Change Leadership | Resilience

? Location: Medellin

? Employment Type: Full-Time

If you’re ready to lead high-performing teams and make a measurable impact on business results, we’d love to hear from you!

? Apply now or share this opportunity with someone who may be a great fit.

📌 Operations Manager (Medellín)
🏢 Fusion CX
📍 Medellín