Job Overview We are seeking a seasoned operational leader to oversee administrative operations across several LATAM countries. The ideal candidate will have expertise in optimizing workflows, leveraging technology, and developing high-performing teams. Key Responsibilities 1. Lead and develop team members by providing effective coaching, regular feedback, and clear communication. 2. Monitor performance metrics, provide coaching to ensure individual and team KPIs are consistently met. 3. Design and implement automated workflows using Microsoft tools (e.g., Power Automate, Excel, Power BI, SharePoint). 4. Ensure SLAs and KPIs are consistently met or exceeded across all managed processes. 5. Prepare and present reports to superiors with team performance data; perform data analysis to identify trends and develop action plans. 6. Identify and address performance issues, implement improvement strategies, and manage disciplinary processes when needed. 7. Ensure that service delivery meets contractual KPIs and financial goals. 8. Manage escalated customer interactions as a subject matter expert when required. 9. Supervise scheduling, attendance, and productivity in compliance with internal policies and labor regulations. 10. Effectively communicate updates on policies, processes, and priorities to the team. 11. Support initiatives to reduce attrition by participating in root cause analysis and implementing retention strategies. 12. Participate in operational projects focused on increasing productivity and quality. 13. Collaborate with cross-functional teams to address business needs and drive alignment. Required Skills and Qualifications - Associate degree in a related field or equivalent experience (Bachelor's degree preferred). - Minimum 2 years of experience in BPO operations (front and back office) with leadership responsibilities. - Experience building and monitoring dashboards or automated reports. - Proven experience in team management within call center environments (voice and back-office). - Familiarity with regional labor regulations and administrative operations across LATAM. - Strong command of Microsoft 365 tools: Excel (advanced), SharePoint, Power Automate, Power BI. - Solid communication skills, both written and verbal. - Demonstrated ability to coach, mentor, and motivate team members in high-pressure environments. - Strong multitasking and prioritization capabilities. - Experience working with remote and multicultural teams is a Must. - Analytical thinker with a problem-solving mindset and attention to detail. - Lean, Six Sigma, or similar continuous improvement certifications (nice to have). Location and Benefits Our Bogota location offers a dynamic work environment with opportunities for growth and development. We offer competitive compensation and benefits packages, including health insurance, retirement savings plan, and paid time off.