Operations Manager (Bogotá)

Position Summary

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.

Overall Responsibilities

• Lead, manage and develop supervisors through interactions and motivationFoster a culture of team spirit and hospitality
• Highly visible and accessible to team via floor presencePerform supervisor duties as requiredTake care of administrative supervisor related functionsEffectively manage attendance/absenteeismAttrition risk management (alert, communicate and mitigate any potential risk)
• Manage and deliver operational results in accordance with service delivery scorecard
• Recognize and advance Talent
• Drive the selection process for team members
• Own the end-to-end employee lifecycle for those assigned
• Drive process improvemen...