Senior Client Service and Operations Manager (BOG)

We are looking for a highly capable Senior Client Service and Operations Manager for our Bogota team. This leader will direct and manage daily operations, focusing on optimizing efficiency, adhering to service level agreements, and fostering seamless interdepartmental coordination. Key responsibilities include detailed performance metric analysis and the implementation of strategic process enhancements. This role will require both client service and operational management skills. 

Responsibilities:

• Supervising staff,  managing workloads, providing training, and conducting performance evaluations. 
• Developing a high-performing team by fostering a positive work environment and supporting the team's professional development. 
• Motivating and engaging employees, encouraging continuous improvement, and driving team performance. 

• Manage our client relationships, understanding their need, resolving issues, and ensuring client satisfaction. 
• Ensure adherence to service level agreements (SLAs) by monitoring and maintaining agreed-upon service levels. 

• Contribute to the overall business strategy by developing and executing plans to achieve business goals.
• Identify opportunities for growth and expansion, exploring new business opportunities and developing strategies for growth. 

• Staying up-to-date on industry trends and best practices, keeping informed about new technologies and approaches in the BPO.

Requirements

• Excellent (near-native) English proficiency is a requirement for this job.
• 6+ years in a management position within a BPO environment.
• Strong understanding of BPO processes, service delivery, and operational excellence, including the ability to implement and manage operational policies and processes. 
• Experience leading client relationships, ensuring service excellence, and driving business growth.
• Extremely self-motivated and capable of working well without constant supervision.
• Tech-savvy and advanced proficiency on G-Suite/MS-Office
• Experience in successfully managing and mentoring teams.
• Sales or e-commerce experience and advanced understanding of sales metrics and drivers.
• Great eye for detecting team, employee risk before it becomes an issue.
• Track record of building positive relationships with employees and partners.
• Strong work ethic and a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.
• Excellent written and verbal communication skills, including the ability to articulate strategies effectively and build strong relationships with clients and stakeholders. 
• Ability to analyze data, identify trends, and develop strategic solutions to improve operational efficiency and performance. 
• Strong ability to build and maintain relationships with internal and external stakeholders, including clients and vendors. 

On-site role based in Bogota.