Call Center Operations Leader - Data-Driven & People-Focused

UnifyCX; Perímetro Urbano Barranquilla; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

UnifyCX in Barranquilla seeks an experienced Operations Manager to oversee and direct operations for one of our complex client portfolios. You will lead the management team to ensure high-quality performance, implement best call center methods, and drive process improvements for operational cadence.

You will manage day-to-day activities, set cadence, analyze performance data, and ensure SLA targets and KPIs are met while supporting account growth.

Qualifications

• Minimum 5 years of Contact Center Operations Management experience; BPO experience essential.
• Excellent written and verbal communication.
• Proven ability to lead a diverse workforce with in-office and remote workers.
• Ability to conduct root-cause analysis and create data-driven action plans.
• Strong leadership to inspire and influence others.
• Experience with call center technology and WFM productivity tools.
• Ability to set performance goals and monitor achievement.
• Strong project management and ability to manage multiple programs.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).

Responsibilities

• Plan and organize day-to-day activities of management related to production and operations.
• Set clear expectations and develop an operational cadence for the management team.
• Measure productivity by analyzing performance data and activity reports.
• Manage service delivery and sales performance to meet client needs and revenue targets.
• Determine labor needs to achieve intraday, daily, weekly, and monthly SLA targets and KPIs.
• Identify underperforming areas and inefficient processes and develop strategies for improvement.
• Hire and train staff, evaluate performance, and initiate promotions or transfers.
• Ensure compliance with all company policies and procedures.
• Motivate and develop future leaders through coaching and performance goals.
• Provide updates on programs to internal teams and clients.
• Participate in and lead Weekly, Monthly and Quarterly Business Reviews with the Client.
• Manage the program efficiently by maximizing opportunities to deliver on key metrics.
• Support account growth, change management, and transformational activities.
• Work with management to ensure compliance with policy and employment law.
• Perform other duties as needed.

Skills

Contact Center Ops Mgmt

Leadership

Root Cause Analysis

Data-driven Action Plans

Call Center Tech

Workforce Management

Quality Management Tools

MS Office

Communication

Adaptability

Project Management

Education

Bachelor's degree

Tools

WFM Software

Quality Management Tools

Job description

UnifyCX in Barranquilla seeks an experienced Operations Manager to oversee and direct operations for one of our complex client portfolios. You will lead the management team to ensure high-quality performance, implement best call center methods, and drive process improvements for operational cadence.

You will manage day-to-day activities, set cadence, analyze performance data, and ensure SLA targets and KPIs are met while supporting account growth.