Senior Ops Leader, Technical & AI-Enabled Operations

Sutherland Global; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Sutherland Global in Bogotá, Colombia, seeks a Senior Team Leader to drive operational performance across multiple teams, queues, and service channels. You will guide Team Leaders with coaching and performance management, ensuring service quality, productivity, and customer experience.

The role partners with Workforce Management, Quality, Training, Process Excellence, Analytics, IT, and other functions to sustain excellence, implement action plans, and lead continuous improvement initiatives in

Formación

• Bachelor's degree in business, engineering, management, operations, or related field.
• At least 4 years in contact center operations or similar.
• At least 2 years in a leadership role overseeing teams.
• Experience in SLAs, quality, productivity, and workforce management.
• Experience in omnichannel operations and vendor-managed environments.
• Strong data-driven decision making and process improvement.

Responsabilidades

• Monitor service, quality, productivity, and customer experience; manage backlog and adherence risks.
• Set daily priorities with Team Leaders.
• Coach and develop Team Leaders.
• Conduct performance reviews and development discussions.
• Manage escalations and operational risks.
• Collaborate with Workforce Management and Quality.
• Ensure compliance and documentation.
• Report results to leadership and stakeholders.
• Lead continuous improvement and automation initiatives.

Conocimientos

Operational Leadership

Team Leader Development

Performance Management

Coaching & Mentoring

Workforce Management

Customer Escalation Management

Data-Driven Decision Making

Root Cause Analysis

Risk Identification & Mitigation

Cross-Functional Leadership

Continuous Improvement

Change Management

Customer Experience Management

Accountability & Follow-Through

Strategic Communication

Operational Governance & Compliance

Educación

Bachelor's Degree in Business Administration, Industrial Engineering, Management, Operations, or related field

Equivalent professional experience may be considered in lieu of formal education

Herramientas

Microsoft Excel

PowerPoint

Outlook

Teams

Descripción del empleo

Sutherland Global in Bogotá, Colombia, seeks a Senior Team Leader to drive operational performance across multiple teams, queues, and service channels. You will guide Team Leaders with coaching and performance management, ensuring service quality, productivity, and customer experience.

The role partners with Workforce Management, Quality, Training, Process Excellence, Analytics, IT, and other functions to sustain excellence, implement action plans, and lead continuous improvement initiatives in