Senior Business Operations Manager

hace 1 día


Bogotá, Bogotá D.E., Colombia Tdcx A tiempo completo

About TDCX

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TDCX is an award-winning global company with a proven track record of delivering exceptional customer experiences. As a leading player in the BPO industry, we pride ourselves on our commitment to innovation, quality, and client satisfaction.

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Job Summary

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We are seeking a highly skilled Senior Business Operations Manager to join our team in Bogotá. This is an excellent opportunity for an experienced professional to take charge of a dynamic campaign, drive key metrics, and lead a high-performing team.

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About the Role

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The Senior Business Operations Manager will be responsible for overseeing the day-to-day operations of the campaign, ensuring all key performance indicators (KPIs) are met or exceeded. You will analyze operational data, identify areas for improvement, and implement changes that enhance efficiency and customer satisfaction.

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This role requires a strategic thinker with strong leadership skills, able to motivate and develop a team of professionals. The ideal candidate will have a proven track record of managing KPIs, NPS, and other quality metrics.

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Key Responsibilities

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• Lead and manage the day-to-day operations of the campaign, ensuring all KPIs are met or exceeded.
• Analyze operational data and identify areas for improvement, implementing changes that enhance efficiency and customer satisfaction.
• Monitor and report on metrics such as Service Levels, Productivity, and Contact Rates to ensure the success of the campaign.
• Train and develop team members, ensuring they are equipped with the skills and knowledge to perform at their best.
• Foster a positive team culture, ensuring employee engagement and happiness through effective communication and strong relationships.
• Collaborate with leadership to identify opportunities for growth and process improvements that support client goals and team success.
• Ensure that all operations are in line with company policies and quality standards.

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Requirements

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To succeed in this role, you will need:
• A Bachelor's degree (or equivalent) in any field
• 3-5 years of experience in BPO operations or customer service management
• Proven experience in managing KPIs, NPS, and other quality metrics
• Strong verbal and written communication skills in English, Portuguese, and Spanish
• Organizational and time management skills
• Leadership experience with a track record of developing high-performing teams

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Salary and Benefits

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The salary for this role is estimated to be around $60,000-$80,000 per year, depending on experience. In addition to a competitive base salary, you will also receive benefits such as health insurance, retirement plan, and paid time off.

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Why Join TDCX?

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TDCX offers a fast-paced and dynamic work environment, with opportunities for career growth and development. Our company values innovation, quality, and client satisfaction, and we are committed to providing our employees with the tools and resources they need to succeed.



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