Job summary We are seeking a dynamic and experienced Operations Manager to lead our debt collections call center operations in Barranquilla. The ideal candidate will have a strong understanding of U.S. collections practices, compliance regulations (FDCPA, TCPA), and performance metrics. Qualifications - Minimum 3–5 years of experience in a leadership role within a U.S. debt collections call center (1st or 3rd party). - Proven understanding of U.S. debt recovery processes, compliance standards, and client expectations. - Strong people management, coaching, and performance leadership experience. - Bilingual: Fluent in English and Spanish (spoken and written). - Excellent communication and client relationship skills. - Ability to work U.S. time zones and communicate directly with U.S. business clients. - Experience with collections tools such as dialers (e.g., TCN, Five9), CRM systems, and payment portals. Responsibilities - Lead and manage day-to-day operations of the collections floor, ensuring KPIs, SLAs, and compliance targets are met. - Collaborate with U.S.-based clients and stakeholders to align business goals and reporting expectations. - Supervise and coach team leaders, supervisors, and agents to maintain performance and morale. - Monitor dialer strategy, right-party contacts (RPCs), call quality, and agent productivity. - Ensure compliance with U.S. federal and state collections laws (FDCPA, TCPA) and internal audit requirements. - Drive continuous process improvement and implement best practices across teams. - Coordinate with QA, Training, and HR departments for hiring, onboarding, and upskilling. - Analyze data and prepare reports for executive management and U.S. clients. - Handle escalations, client communication, and operational troubleshooting. Benefits - Competitive compensation and performance bonuses - Opportunity to work with U.S. clients and international leadership - Career growth in one of Colombia's fastest-growing BPO regions - Inclusive, performance-driven work environment Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora