Contact Center Manager Responsible for leading a regulated-industry contact center team, liaising with VCloud clients, and ensuring operational excellence and compliance while coordinating small-to-midscale technical projects (IVR enhancements, reporting deployments, process improvements) to meet client and organizational objectives. Job Description ROLE AND RESPONSIBILITIES ● Supervise a team of 15–20 Customer Experience Representatives, manage scheduling, attendance , performance and be able to distribute projects to the CERs. ● Conduct coaching, live-call interventions, and performance reviews. ● Achieve site KPIs and produce daily and weekly metric reports. ● Oversee new-hire onboarding, training, certification tracking, and refresher training following product or system updates and launches. ● Lead in launching new campaigns and be able to identify key checkpoints on the total journey ● Lead process-improvement initiatives to reduce defects and average handle time, prepare and ● Serve as liaison for assigned clients, facilitate requirements-gathering and status-update meetings. ● Collaborate with other departments, vendors, and clients to prevent and resolve systemic issues. ● Assist with project scoping, scheduling, budgeting, and risk management for contact-center technology and reporting projects using Jira. ● Coordinate resources, monitor project progress, maintain documentation, and enforce vendor QUALIFICATIONS AND EDUCATION REQUIREMENTS ● Bachelor’s degree (Business, Communications, or related field preferred) required. ● Five or more years in a regulated-industry contact center in a supervisory role. ● Project coordination or support experience, with familiarity in scope definition, scheduling, budgeting, and vendor liaison. ● Advanced proficiency with CRM and workforce-management systems. ● Working knowledge of Jira is highly preferred. ● Solid understanding of HIPAA, FDA pharmacovigilance, and quality-management systems. ●Demonstrated coaching, performance-management, and conflict-resolution skills, high stress Location: Bogota, Colombia Contract Type: Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service, Management, and Health Care Provider Industries Telecommunications, Telephone Call Centers, and Retail Pharmacies Referrals increase your chances of interviewing at VCloud by 2x Bogota, D.C., Capital District, Colombia 4 days ago Bogota, D.C., Capital District, Colombia 3 days ago Manager I, Traveler Experience (US Embassy) Bogota, D.C., Capital District, Colombia 1 day ago Customer Success Manager - 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