Job Title: BPO Operations Manager Location: Barranquilla, Colombia Employment Type: Full-time, Onsite About the Role: We’re seeking a driven BPO Senior Operations Manager to oversee and optimize our Barranquilla operations. You’ll lead a team, manage key performance metrics, and implement strategies to exceed client expectations. If you’re passionate about driving efficiency, improving customer service, and mentoring teams, we want to hear from you! Key Responsibilities: Leadership & Strategy: Lead the team to meet operational goals, develop strategies for continuous improvement, and align performance with client objectives. Performance Management: Monitor KPIs (AHT, FCR, CSAT, SLA) to ensure high-quality service and operational efficiency. Team Development: Coach and mentor supervisors, agents, and analysts, fostering a high-performance culture. Process & Quality Improvement: Identify and implement best practices to enhance service quality and reduce costs. Client & SLA Compliance: Ensure adherence to client SLAs and deliver excellent service standards. Reporting & Insights: Provide performance reports and actionable insights to senior leadership. Financial Oversight: Manage budgets and forecasts to balance operational efficiency with cost-effectiveness. What We’re Looking For: Proven experience in BPO operations, with strong leadership skills. Expertise in performance management and financial oversight. Excellent communication skills (English and Spanish). A customer-centric mindset with a passion for quality service. Why Join Us? Competitive salary and performance bonuses. Opportunities for professional growth and advancement. Collaborative and innovative work culture. If you're ready to lead high-performing teams and drive operational excellence, apply now! #J-18808-Ljbffr