CS Operations Lead — External Partners & Forecasting

adidas; Bogotá; Híbrido; COP 133.920.000 - 312.480.000; Jornada completa

Descripción de la vacante

adidas seeks a senior operations leader to own vendor service delivery for LAM contact centre programs, ensuring scalable, measurable performance and P&L compliance. You will forecast capacity, manage budgets and drive service governance with external partners to deliver world-class support for adidas digital consumers and local markets.

The role requires 5–7 years in related fields, strong English, and deep experience with CRM, WFM and vendor transitions.

Formación

• University degree in Business or related field; equivalent experience acceptable.
• English B2+ or higher.
• 5–7 years in contact centre operations and related areas.
• Experience managing external partners, SLAs, governance, budgets, capacity plans and performance actions.
• Working knowledge of CRM, telephony, WFM, reporting and ticketing systems (Salesforce).
• Proficient with Outlook 365: Copilot Pro, Power BI, Power Automate.
• Transformation experience in vendor transitions, automation, AI-enabled service or B2B models preferred.

Responsabilidades

• Own forecasting, capacity planning, budgeting, and P&L compliance end-to-end.
• Manage contact centre service delivery, vendor governance, SLAs, KPIs, and escalations.
• Ensure network connectivity, channel reachability, contingency readiness, and service continuity.
• Coordinate partner program B2B CS support E2E.

Conocimientos

Contact centre operations

Vendor management

WFM

Forecasting

Service delivery governance

Stakeholder management

Negotiation

Executive communication

Budget control

Process automation

AWS knowledge

Educación

University degree in Business or related field

English B2+ or above

Herramientas

Salesforce

Outlook 365 Copilot Pro

Power BI

Power Automate

CRM / Ticketing systems

WFM software

Descripción del empleo

adidas seeks a senior operations leader to own vendor service delivery for LAM contact centre programs, ensuring scalable, measurable performance and P&L compliance. You will forecast capacity, manage budgets and drive service governance with external partners to deliver world-class support for adidas digital consumers and local markets.

The role requires 5–7 years in related fields, strong English, and deep experience with CRM, WFM and vendor transitions.