Operations Manager

IntouchCX; Bogotá; Presencial; COP 100.440.000 - 167.400.000; Jornada completa

Descripción de la vacante

IntouchCX in Bogotá is seeking an Operations Manager to direct and manage all operational activities for programs, including KPI and SLA oversight, coaching and recruiting Team Leaders.

You will plan staffing, supervise teams, develop training and engagement initiatives, and analyze data to improve performance and partner success, collaborating with HR and IT as needed.

Formación

• Completion of post-secondary education; a major in Business or Commerce will be considered an asset.
• 5+ years of experience in the contact center industry.
• At least 3 years of experience in an Operations Management role overseeing front-line employees.
• Experience in client relationship management and employee development/coaching.
• Experience dealing with escalated issues in a contact center capacity.
• Ability to work across cross-functional teams.
• Strong communication skills; listening, verbal and written.
• Leadership qualities such as critical thinking and problem solving.
• Ability to use spreadsheet applications to maintain and develop operational and financial data reporting.
• Ability to type 30 WPM with accuracy.

Responsabilidades

• Plan, staff and direct the operational functions.
• Manage and supervise teams.
• Ensure training, development and employee engagement to grow and retain staff.
• Manage performance to meet KPI targets and SLA commitments.
• Analyze reports to measure production and identify root causes of underperformance.
• Develop customized reporting to track statistics and results.
• Develop solutions to improve business performance and partner success.
• Use analytics to develop solutions for ad hoc issues.
• Motivate teams through coaching and relationship building.
• Coordinate staffing changes with Workforce Management and Operations Support.

Conocimientos

Communication skills

Leadership

Critical thinking

Problem solving

Time management

Organizational skills

Prioritization

Teamwork

Coaching

Google Suite

Educación

Post-secondary education in Business or Commerce

Herramientas

Google Suite

Descripción del empleo

Posted Thursday, August 13, 2026 at 8:00 a.m.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

• Ensure proper planning, staffing and direction of the operational functions
• Manage and supervise teams
• Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
• Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Develop customized reporting to measure and track operational statistics, data and results
• Develop solutions to improve business performance and partner success
• Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
• Motivate teams through relationship building and real-time coaching
• Develop and deploy incentive programs to motivate employees to achieve desired outcomes
• Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have…

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
• A minimum of 5 years of experience in the contact center industry
• At least 3 years of experience in an Operations Management role overseeing front-line employees
• Experience in client relationship management and employee development/coaching
• Experience dealing with escalated issues in a contact center capacity
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• The passion to be a role model that exemplifies our 10 Things (cultural values)
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Excellent communication skills; listening, verbal and written
• Ability to assess the “big picture” and draw connections between inputs and outputs
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• Ability to use spreadsheet applications to maintain and develop operational and financial data reporting
• Ability to type 30 WPM with accuracy
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred