Operations Manager

TaskUs; Sur; Presencial; COP 6.000.000 - 9.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Benefits package

Internal mobility

Descripción de la vacante

TaskUs in Cali, Colombia, is seeking an Operations Manager to lead a large operations team and drive client-centric performance. You will manage day-to-day operations, oversee up to 150 FTE, and report to the Sr. Operations Manager.

The role emphasizes KPI achievement, coaching, and proactive client relationship management, with a flexible schedule based on client needs. You will coordinate cross-functional teams to ensure staff have the required skills, maintain high service levels, and

Formación

• Two plus years of managing supervisors in the call center environment.
• One plus year of client management experience.
• Bachelor's degree in business administration or management is desirable (nice to have).
• Excellent communication and presentation skills.

Responsabilidades

• Manage day-to-day business operations and a team of up to 150 FTE, reporting to the Sr. Operations Manager.
• Oversee FTE management with a minimum of 90.
• Handle advanced finance tasks: billing and invoicing.
• Maintain TaskUs client relationships and act as the day-to-day POC, providing updates and presenting in reviews (weekly, monthly, quarterly, annually).
• Collaborate with team leaders to ensure staff have necessary skills and knowledge.
• Implement and oversee an advanced coaching structure.
• Manage shrinkage to meet company goals (10%).
• Ensure KPIs (CSAT, AHT, Resolution rate, Shrinkage) are met and drive improvements through innovation.
• Demonstrate ability to scale operations, drive performance, and retain employees.
• Lead Teammate Engagement Planning & Execution with/without a budget.
• Interview Team Leads and promote department culture.
• Multitask and manage multiple clients simultaneously.
• Ensure safety and health responsibilities are fulfilled per OSHMS.

Conocimientos

Team Leadership

Client Relationship

Performance Metrics

Strategic Planning

Communication Skills

Educación

Bachelor's degree in business administration or management

Descripción del empleo

What does an Operations Manager do? Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs, we make sure we hire the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Come on now, we need your full attention because it’s time to imagine what it’s like to be an Operations Manager.

Imagine yourself going to work with one thing on your mind: that in most companies, it’s all about the KPIs but in TaskUs it’s all about solving business problems through innovation. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in to provide the best possible customer experience to your clients.

Responsibilities:

• Responsible for managing the day-to-day business operations managing a team of up to 150 FTE; reporting to the Sr. Operations Manager.
• FTE Management min 90
• Advanced finance knowledge: Billing, invoicing.
• Responsible for managing TaskUs client relationships and being the POC on a day-to-day basis, providing them with updates in regards to performance, you will be responsible for presenting in business reviews (weekly, monthly, quarterly, and annually).
• You will work closely with your team leaders and teammates to ensure that they are equipped with the skills and knowledge necessary to succeed.
• Advanced Coaching Structure
• Manage shrinkage to meet company goals and expectations (10%)
• You are also responsible for making sure that KPIs are being met consistently and solving business problems through innovation (examples of KPIs: CSAT, AHT, Resolution rate, Shrinkage).
• We need someone who has the proven ability to scale operations, drive performance management, and foster employee retention.
• Teammate Engagement Planning & Execution Skills with and without a budget.
• You will be responsible for interviewing Team Leads. You will also promote department culture.
• Ability to multitask and manage multiple clients at the same time
• Ensure the accountability of the positions to which responsibilities have been delegated in the safety and health management system.
• Define and allocate the financial and technical resources and personnel necessary for the design, implementation, review, evaluation and improvement of prevention and control measures so that those responsible for occupational health and safety in the company can satisfactorily perform their duties.
• Ensure compliance with current legal requirements applicable to the OSHMS.
• Adopt effective provisions for the management of hazards and risks of workers and/or contractors, equipment and facilities.
• Collaborate in the development of activities for the prevention of work accidents and occupational diseases, as well as health promotion, in conjunction with the HSEQ area.
• Guarantee and allow the participation of workers and their representatives before the Joint Committee or Health and Safety at Work Oversight and also that the latter function and have the time and other necessary resources.

What we’re looking for:

• Two plus years of managing supervisors in the call center environment.
• One plus year of client management experience.
• (nice to have) Bachelor's degree in business administration or management.
• Excellent communication and presentation skills.

Job Expectations:

• This application requires working from Site. Cali, Colombia.
• We ask that Operations Managers have an open and flexible schedule - the hours of operations depend on the client's needs.

Competencies:

• Strategic Planning
• Process Improvement
• Resource Management
• Performance Metrics
• Team Leadership
• Client Relationship
• Risk Management
• Stakeholder Management
• Decision Making
• Communication Skills

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.