BPO Operations Manager — Flexible, CX & Metrics Leader

TDCX; Bogotá ciudad; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive medical coverage

Flexible working arrangements

World-class workspaces

Mentorship by experts

Award-winning global company

Descripción de la vacante

TDCX is hiring in Bogotá to lead and optimize customer experience operations. You will manage metrics across SLAs, productivity, CSAT, Quality, and NPS, while guiding a team toward higher performance.

You’ll oversee recruitment, onboarding, and training, and collaborate with leadership to translate client goals into actionable targets. Ideal candidates have 5+ years in contact centers, strong English and local-language communication, and proven facilitation and cross-functional collaboration

Formación

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 5 years of working experience in the related field.
• Excellent understanding of contact centre operation
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
• Organizational and time management skills
• Effective facilitation skills in client and staff meetings
• Excellent verbal and written communication skills in English and the language of supporting market

Responsabilidades

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to set and improve metric-based goals; drive teams toward higher performance and quality expectations.
• Monitor costs and losses incurred by managing team’s contribution to the Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the team and communicate goals clearly.
• Maintain responsibility for team structure, recruiting, onboarding and training with leadership and partners.
• Use learnings to identify opportunities and advocate for product improvements to support the team’s strategy.

Conocimientos

Communication skills

Time management

Facilitation skills

Customer experience knowledge

Contact center operations

Educación

Advanced/Higher/Graduate Diploma or equivalent

Descripción del empleo

TDCX is hiring in Bogotá to lead and optimize customer experience operations. You will manage metrics across SLAs, productivity, CSAT, Quality, and NPS, while guiding a team toward higher performance.

You’ll oversee recruitment, onboarding, and training, and collaborate with leadership to translate client goals into actionable targets. Ideal candidates have 5+ years in contact centers, strong English and local-language communication, and proven facilitation and cross-functional collaboration