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Urgent! Call Center Operations Manager Job Opening In Colombia, Colombia – Now Hiring Blu Power Solutions LLC.

Call Center Operations Manager



Job description

We are seeking an experienced
Senior Operations Manager
to oversee our call center operations across multiple business lines, managing a total headcount of up to 200 employees.

This role requires strong leadership in operations, client management, new client implementations, quality, training, finance, and
commercial support
, ensuring sustainable growth and world-class service delivery.

Key Responsibilities

1.

Operations Management

  • Oversee daily operations across multiple call center lines, ensuring SLAs, KPIs, and productivity goals are consistently met.

  • Lead, coach, and support Supervisors, and frontline teams, fostering a culture of accountability and performance.

  • Monitor and analyze operational metrics, identifying trends and implementing strategies to improve efficiency.

  • Collaborate with Workforce Management to ensure accurate staffing and forecasting.

2.

Client Management

  • Act as the primary point of contact for client stakeholders, ensuring alignment of business objectives.

  • Provide regular business reviews, performance reports, and strategic updates to clients.

  • Partner with clients to identify opportunities and implement tailored solutions.

3.

New Client Implementation Management

  • Lead the
    onboarding and implementation of new clients
    , ensuring smooth transitions into operations.

  • Develop and execute ramp-up plans, staffing strategies, and process documentation.

  • Coordinate with cross-functional teams (Training, Quality, WFM, IT, HR) to ensure readiness for launch.

  • Ensure successful handoff from implementation to steady-state operations.

4.

Quality Management

  • Ensure adherence to quality standards across all lines, driving continuous improvement in customer interactions.

  • Collaborate with QA teams to develop, implement, and monitor quality frameworks.

  • Analyze QA results to identify trends, root causes, and coaching opportunities.

  • Drive a culture of customer-centricity by embedding quality metrics into operational reviews.

  • Implement corrective actions and quality initiatives to close performance gaps.

5.

Training & Development Management

  • Partner with Training teams to design, deliver, and evaluate new-hire and ongoing training programs.

  • Ensure training initiatives are aligned with client requirements and employee development needs.

  • Track training effectiveness through performance metrics.

  • Support training programs specific to
    new client implementations and process transitions
    .

6.

Finance Management

  • Oversee operational budgets, ensuring efficient allocation of resources and cost control.

  • Monitor financial performance, including revenue, margins, and operational expenses.

  • Partner with Finance to forecast, plan, and manage P&L for assigned business lines.

  • Implement financial controls and cost-optimization initiatives to support sustainable growth.

7.

Commercial Support / Business Development

  • Partner with the Commercial/Sales team to support
    business development initiatives
    and client acquisition.

  • Provide
    operational insights and cost models
    to strengthen proposals and RFP responses.

  • Participate in client presentations and business pitches to demonstrate operational expertise.

  • Identify upselling or cross-selling opportunities within existing accounts.

Qualifications

  • Bachelor's degree in Business Administration, Operations Management, Finance, or related field (Master's preferred).

  • 7+ years of experience
    in call center operations, with at least
    3 years in a senior leadership role
    .

  • Proven track record in
    implementing and launching new client programs
    , including onboarding, ramp-up, and transition to steady-state.

  • Experience supporting
    commercial/business development activities
    , including RFPs, client presentations, and cost modeling.

  • Demonstrated success managing up to 200 employees across multiple programs/lines.

  • Strong background in operations, client management, financial oversight, quality assurance, and training.

  • Excellent leadership, analytical, and communication skills.

  • Solid knowledge of call center technology, WFM, financial controls, and performance management tools.


Required Skill Profession

Other General



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    Unlock Your Call Center Potential: Insight & Career Growth Guide


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