Senior Operations Manager

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 margins and client outcomes
- Partner with senior leadership and clients to develop and manage operational standards and strategic plans

**Workforce Management & Service Delivery**:

- Analyze client-provided call volume forecasts and demand projections
- Work closely with Workforce Management teams to build schedules that meet SLA, demand, and cost targets
- Ensure production objectives, quality standards, and client metrics are consistently met or exceeded

**Process Improvement & Quality**:

- Lead action plans tied to technical specifications, productivity, service quality, and client standards
- Drive continuous improvement initiatives focused on efficiency, scalability, and performance
- Identify operational risks and proactively implement mitigation strategies

**People Management & Stakeholder Engagement**:

- Ensure accurate and timely submission of payroll-related information including hours, commissions, and bonuses
- Model a leadership style that promotes accountability, engagement, and performance excellence
- Strengthen Operations credibility through consistent delivery and professional client engagement
- Build and maintain trusted relationships with internal stakeholders and external clients

**Additional Responsibilities**:

- Perform other duties as assigned by senior leadership

**Job Requirements**:
**Education & Experience**:

- Bachelor’s degree in Business Administration, Industrial Engineering, or related fields **with at least 5 years of experience** in Contact Center operations, including senior management roles
**OR**:

- University-level education with **7+ years of progressive experience** in BPO operations and people management
- Prior experience in the **telecommunications industry** is highly desirable

**Required Experience**:

- Proven experience managing multiple BPO programs or large-scale Telco operations
- Strong background in SLA management, KPI governance, workforce planning, and financial performance
- Experience working directly with clients and senior-level stakeholders

**Skills & Competencies**:

- Excellent verbal and written communication skills in English
- Strong leadership, interpersonal, and organizational skills
- Advanced analytical and problem-solving capability
- Proven ability in strategic planning, delegation, coaching, facilitation, and negotiation
- Proficiency in Microsoft Excel, PowerPoint, and Word
- Close attention to detail with strong execution discipline
- Solid knowledge of:

- Workforce planning and scheduling
- People and performance management
- Profitability and financial planning
- Process improvement and operational strategy
- Managing complex, multi-client BPO environments
- Ability to maintain confidentiality, credibility, and professionalism at all times

**Work Schedule & Employment Details**:

- **Schedule**: Monday to Friday, 8:00 AM - 5:00 PM
- **Location**: Medellín, Colombia
- **Salary**: To be determined based on experience and scope of responsibility