Operations Managerbpo

### *Job Title:* Operations Manager - Debt Collections Call Center

*Location:* Barranquilla, Colombia

*Department:* Operations

*Reports To:* Country Director / Global VP of Operations

*Language Requirement:* Bilingual (Spanish & English - fluent)

*Shift:* U.S. business hours
## *About the Role:*
## *Key Responsibilities:*
- Lead and manage day-to-day operations of the collections floor, ensuring KPIs, SLAs, and compliance targets are met.
- Collaborate with U.S.based clients and stakeholders to align business goals and reporting expectations.
- Supervise and coach team leaders, supervisors, and agents to maintain performance and morale.
- Monitor dialer strategy, right-party contacts (RPCs), call quality, and agent productivity.
- Ensure compliance with U.S. federal and state collections laws (FDCPA, TCPA) and internal audit requirements.
- Drive continuous process improvement and implement best practices across teams.
- Coordinate with QA, Training, and HR departments for hiring, onboarding, and upskilling.
- Analyze data and prepare reports for executive management and U.S. clients.
- Handle escalations, client communication, and operational troubleshooting.
## *Requirements:*
- Minimum 3-5 years of experience in a leadership role within a *U.S. debt collections call center* (1st or 3rd party).
- Proven understanding of U.S. debt recovery processes, compliance standards, and client expectations.
- Strong people management, coaching, and performance leadership experience.
- Bilingual: *Fluent in English and Spanish* (spoken and written).
- Excellent communication and client relationship skills.
- Ability to work U.S. time zones and communicate directly with U.S. business clients.
- Experience with collections tools such as dialers (e.g., TCN, Five9), CRM systems, and payment portals.
- Bachelor's degree in Business Administration, Finance, or a related field (preferred).
## *Preferred Skills:*
- Familiarity with *ARM (Accounts Receivable Management)* best practices.
- Previous experience in managing remote or hybrid teams.
- Knowledge of Balto, Speech Analytics, or compliance monitoring tools.
## *Why Join Us?*
- Competitive compensation and performance bonuses
- Opportunity to work with U.S. clients and international leadership
- Career growth in one of Colombia’s fastest-growing BPO regions
- Inclusive, performance-driven work environment

Expected Start Date: 01/09/2025