Operations Manager - KPI, Coaching & Growth

IntouchCX; Bogotá; Presencial; COP 100.000.000 - 140.000.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking an Operations Manager in Bogotá to lead daily operational activities and drive KPI targets. You will coach teams, oversee staffing, and partner with HR/IT to resolve issues, while developing reporting to track performance and drive improvements.

The role requires a strong background in contact centers, client relationship experience, and the ability to work across functions to deliver superior service.

Formación

• Completion of post-secondary education in Business or Commerce (asset).
• Minimum 5 years in the contact center industry.
• At least 3 years 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.

Responsabilidades

• Plan staffing and direct operational functions to meet client needs.
• Manage and supervise teams to ensure performance.
• Provide training, development and engagement programs for employees.
• Meet KPI targets and SLAs through quality and service improvements.
• Analyze reports to identify root causes of underperformance.
• Develop customized reporting to measure statistics and results.
• Create solutions to improve business performance and partner success.
• Collaborate with HR, IT and other departments to resolve issues.
• Coordinate staffing changes with Operations Support and Workforce teams.

Conocimientos

Leadership

Team supervision

KPI management

Data analysis

Coaching

Cross-functional

Communication

Google Workspace

Educación

Post-secondary education in Business/Commerce

Herramientas

Google Workspace

Descripción del empleo

IntouchCX is seeking an Operations Manager in Bogotá to lead daily operational activities and drive KPI targets. You will coach teams, oversee staffing, and partner with HR/IT to resolve issues, while developing reporting to track performance and drive improvements.

The role requires a strong background in contact centers, client relationship experience, and the ability to work across functions to deliver superior service.