Job Overview The Operations Manager role is responsible for the day-to-day supervision of a group of call center associates. Key Responsibilities: - Supervise and monitor the performance of call center associates to ensure high-quality service delivery. - Coach and develop direct reports to meet or exceed performance metrics, including work and attendance monitoring. - Identify and address performance-related issues through action plans, corrective actions, and employee development initiatives. - Ensure team members meet contractual Key Performance Indicators (KPIs) and financial expectations. - Communicate expectations, provide timely updates, and foster open communication within the team. - Provide subject matter expertise in handling escalated customer calls as needed. - Lead team meetings to ensure expedient communication of relevant information and facilitate input from team members. - Stay current on internal work processes, policies, and procedures, attending required manager development training. - Promote company values through behavior and attitude, advocating for team members' needs. Candidate Requirements: - Associate's degree in a related field with two to four years of relevant experience preferred. - Highly motivated individual with skills to develop and coach team members to achieve performance expectations. - Ability to work well under pressure and follow through on tasks to completion. - Strong communication skills, both written and verbal. - Ability to lead teams in multi-tasking, prioritization, and meeting deadlines on deliverables. - Ability to mentor, coach, and provide direction to a team of employees. - Willingness to work flexible schedules. - English language proficiency at a B2 level. Internal Career Path Policies: - Applicants must have approval from their immediate supervisor to apply for this position. - Required tenure: six months. - Required performance: KPIs or goals on target for the business unit for the last three months (not average). - Must not have active disciplinary actions. - Game-changers may participate in only one process at a time. - Comply with the learning paths of the Corporate University. - Must remain in the position for at least six months before applying for another position. - If evaluated by a psychologist and not selected, wait at least two months to reapply for that same position. - Available outside working hours to participate in the game-changer process if required. Location:Medellin - Aventura - Carrera 52 #65-91 Oficina 0740 Language Requirements: English Time Type: Full time