BPO Operations Lead: Scale & Talent Bogotá

TopNers; Bogotá; On-site; COP 295,751,000 - 460,057,000; Full time

Job summary

TopNers is seeking a senior BPO operations leader in Bogotá to oversee daily operational coordination for a growing U.S. team. The role focuses on shaping how the operation works, developing talent, and building processes to sustain delivery.

You will connect Bogotá with U.S. leadership, anticipate challenges, resolve issues, and provide timely visibility into performance and risks requiring executive attention. Travel may be required, and the position is on-site in Bogotá.

Qualifications

• More than 10 years of experience leading BPO operations.
• Excellent spoken and written English: C1 minimum; C2 strongly preferred.
• Availability to work fully on-site in Bogotá and travel when required.

Responsibilities

• Lead daily operational coordination across the Bogotá team, establishing clear responsibilities, management routines and escalation channels.
• Plan staffing capacity and project coverage, anticipating leave, holidays, changes in demand and other operational risks.
• Develop talent and coach team leads, building strong working habits, ownership and accountability throughout the team.
• Coordinate with project leaders to monitor commitments, identify workload imbalances, address blockers and follow issues through to resolution.
• Establish documented processes, cross-training and trained backup coverage to support continuity and growth.
• Maintain clear, proactive communication with U.S. stakeholders, managing expectations and handling difficult conversations with sound judgment.
• Develop operational reporting and track agreed indicators for capacity, coverage, productivity, quality and service delivery.
• Identify opportunities to improve efficiency, reduce rework and make better use of resources.
• Support workforce planning, recruitment coordination, onboarding and training alongside the relevant teams.
• Work with TopNers on people, administrative and employment-related matters, ensuring operational needs are coordinated through the appropriate channels.

Skills

Leadership

English proficiency

Stakeholder communication

Capacity planning

Workforce planning

Job description

TopNers is seeking a senior BPO operations leader in Bogotá to oversee daily operational coordination for a growing U.S. team. The role focuses on shaping how the operation works, developing talent, and building processes to sustain delivery.

You will connect Bogotá with U.S. leadership, anticipate challenges, resolve issues, and provide timely visibility into performance and risks requiring executive attention. Travel may be required, and the position is on-site in Bogotá.