Operations Manager

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

As an Operations Manager, you will oversee and direct the operations for one of our most complex clients. You will directly oversee the management team to ensure high-quality performance and effective operations. You will serve our customers through the development and implementation of the best cell center methods and procedures. You will also recommend and implement process improvements that lead to operational cadence. You will report directly to the VP of Service Delivery.

The position will be based in our Barranquilla call center and you will:

• 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 to gain improvement and communicate recommendations to respective departments.
• Hire and train staff, provide developmental opportunities, evaluate employee performance, and recommend and initiate promotions, transfers, and disciplinary actions.
• Ensure compliance with all company policies and procedures.
• Motivate and develop future leaders of the company through coaching, mentoring, and performance goal setting.
• Provide updates on programs to internal teams as well as clients.
• Participate in and lead Weekly, Monthly and Quarterly Business Reviews with the Client.
• Manage the program as efficiently as possible by maximizing opportunities to deliver on key operational metrics.
• Support account growth, change management, and transformational activities.
• Work with the management team to ensure compliance with company policy, state, and federal employment law.
• Perform other duties as needed.

Who You Are

To be considered, candidates are expected to have the following:

• Minimum 5 years of Contact Center Operations Management experience required; BPO experience essential.
• Excellent written and verbal communication required.
• Proven ability to successfully lead a diverse workforce consisting of both in-office and remote workers.
• Ability to conduct root cause analysis and develop data driven action plans to improve performance.
• Exudes the ability to lead, inspire, motivate, and influence others to achieve their highest potential.
• Experience with call center technology, workforce management agent productivity tools, and quality management tools.
• Ability to develop performance goals and objectives for direct reports and monitor the achievement of those goals.
• Strong project management skills; must be able to manage multiple programs at one time.
• Demonstrated excellence in communication (written and verbal) with internal and external customers.
• Proficient in Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Results-driven, action-oriented, and self-motivated mindset.
• Must be experienced and comfortable working in a fast-paced environment and able to deal well with change and ambiguity.
• Ability to learn new technology and adapt to a new environment.
• Strong analytical, administration, and problem-solving skills.
• Able to exercise good judgment in protection and dissemination of company confidential and proprietary information.

Education

College degree or equivalent Contact Center Leadership experience