Operations Supervisor

Operations Supervisor

Bogota, Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

The Anthology Operations Team is focused on managing a specifically assigned team of Operations Center Advisors to ensure they meet defined performance objectives. This position supports the continuous improvement of key performance indicators.

Primary responsibilities will include:

- Directly supervising team of operations center advisors. Carrying out supervisory responsibilities in accordance with company policies and applicable laws
- Monitoring individual and team results to identify and act on both positive and negative performance trends to ensure revenue goals and performance targets are met
- Implementing and ensuring defined work processes and procedures are followed by their assigned employee teams
- Monitoring employee productivity and providing direction and communication to ensure customer calls are answered in a timely, efficient, and knowledgeable manner
- Addressing performance problems in accordance with company policy. Preparing warnings and communicating effectively with employees to follow up on employee performance
- Monitoring customer calls to observe employee demeanor, technical accuracy, and conformity to company policies
- Communicating and following up to ensure advisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
- Working as member/leader of projects that directly contribute to organizational success
- Being available for employees that experience workplace problems by providing appropriate coaching, counseling, direction, and resolution
- Projecting favorable image of the company to promote its objectives and goals as well as enhance customer relationships

Required skills/qualifications:

- High school diploma or equivalent combination of education and experience
- Fluency in written and spoken English at CEF B2 level or above
- Flexibility to work evening and weekend hours as needed
- Strong oral and written communication skills
- Moderate computer skills, especially with Microsoft office
- Ability to adapt to change
- Ability to thrive in a fast-paced, results-oriented, collaborative environment

Preferred skills/qualifications:

- Bachelor’s degree (or a combination of post-secondary education and at least four years of Operations Center management experience)
- Minimum of three years Contact Center experience

The Office:
We have an office located in Bogota, Colombia as a hub for the LAC market.
- Located in Capital Towers center in the financial district
- Excellent and secure area to eat lunch, have a walk, or dine after office hours
- Benefits in prepaid medicine, dental plan, and wellness allowance
- Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100
- Free parking for employees and paid parking for visitors
- Multiple private spaces for virtual and face-to-face meetings
- Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments
- Sodexo card provided for employees
- Daily budget to spend on beverage vending machines

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.