BPO Operations Manager (BOG)

Position Summary

As an Operations Manager, you will be responsible for the smooth functioning of your teams. This includes supervising daily support operations, handling critical escalations, and collaborating with internal teams to achieve efficient solutions.

Your role involves leading and managing multiple teams, coordinating their efforts, tracking progress, and mitigating risks. You will focus on optimizing operational processes, managing communication with stakeholders, and using data analysis to drive continuous improvements. A key aspect of your role will be ensuring operational excellence, delivering outstanding customer experiences, and maintaining strong escalation management.

Responsibilities:

Operational Support & Escalation Management: 

• Support Data Analytics and Product Support.
• Resolve Field Management and Product Support escalations promptly.
• Prioritize and escalate issues via product Slack triaging.
• Manage high-priority escalations to minimize disruption.

Quality Assurance & Process Improvement: 

• Conduct biweekly Quality Assurance audits, pinpointing process enhancements and providing feedback to boost service delivery.
• Regularly update internal support documentation, processes, and workflows for efficiency and accuracy.

Training & Development: 

• Coordinate and deliver ad-hoc training sessions with the Team Lead to ensure support teams have current knowledge and consistent performance.
• Collaborate with internal stakeholders to align on training content and process updates.

Audience & Member Support: 

• Support day-to-day management of audience-related tasks and operational initiatives, including process setup and execution. 
• Contribute to the improvement of member support self-service systems and communications.

Qualifications/Experience:

• Advanced near-native English proficiency is required.
• A minimum of 3 years of experience in customer support operations management within the BPO industry.
• Bachelor's degree in Business, Marketing, Project Management, or related fields.
• Proficiency in data analysis and interpretation.
• Proficiency with Zendesk, Salesforce, Jira, or similar CRM/support tools
• Strong organizational, analytical, and client communication skills.
• Proven experience in managing escalations, quality assurance, and support training.
• Ability to quickly adapt and thrive in a fast and dynamic environment.

On-site role based in Bogota.