BPO Operations Manager

hace 2 semanas

Barranquilla, Atlántico, Colombia OP360 (OfficePartners360) A tiempo completo $40.000.000 - $80.000.000 al año

Job summary:

The Operations Manager is responsible for leading, optimizing, and scaling the delivery of services to ensure operational excellence, client satisfaction, and profitability. This role requires a strategic leader with strong analytical, people management, and client relationship skills to oversee daily operations, meet contractual KPIs, and drive continuous improvement initiatives across teams and accounts.

Responsibilities

  • Ensure achievement of all service level agreements (SLAs) and key performance indicators (KPIs).
  • Establish and maintain business standards for accuracy, productivity and reliability
  • Manage the daily functions of the business
  • Prepare performance reviews and reevaluate processes
  • Manage budget to align with goals of business
  • Foster a positive and high-performance work environment focused on results and growth.
  • Act as the main point of contact for clients on operational matters.
  • Ensure regulatory, compliance and legal rules are followed
  • Collaborate with cross-functional teams (Training, Quality, WFM, IT) to support operational goals.
  • Lead ramp-ups, process transitions, and implementation of new client programs.

Qualifications

  • 3+ years of experience in a similar role
  • Proficiency with Microsoft Office
  • Strong organizational and communication skills
  • Strong ability to multitask
  • Comfort working with multiple groups within business

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