General Objective Responsible for leading a regulated-industry contact center team, liaising with VCloud clients, and ensuring operational excellence and compliance while coordinating small-to-midscale technical projects (IVR enhancements, reporting deployments, process improvements) to meet client and organizational objectives. Job Description ROLE AND RESPONSIBILITIES Supervise a team of 15–20 Customer Experience Representatives, manage scheduling, attendance, performance, and project distribution. Conduct coaching, live-call interventions, and performance reviews. Achieve site KPIs and produce daily and weekly metric reports. Oversee onboarding, training, certification tracking, and refresher training following product or system updates and launches. Lead the launch of new campaigns and identify key checkpoints in the customer journey. Lead process-improvement initiatives to reduce defects and handle time, and prepare optimization proposals. Serve as liaison for clients, facilitating requirements gathering and status update meetings. Collaborate with departments, vendors, and clients to resolve systemic issues. Assist with project scoping, scheduling, budgeting, and risk management for contact center technology and reporting projects using Jira. Coordinate resources, monitor project progress, maintain documentation, and enforce vendor timelines. QUALIFICATIONS AND EDUCATION REQUIREMENTS Bachelor’s degree in Business, Communications, or related field required; Master’s degree preferred. Five or more years in a regulated-industry contact center in a supervisory role. Experience in project coordination/support, including scope, scheduling, budgeting, and vendor liaison. Advanced proficiency with CRM and workforce management systems. Working knowledge of Jira is highly preferred. Solid understanding of HIPAA, FDA pharmacovigilance, and quality management systems. Strong coaching, performance management, conflict resolution skills, and high stress tolerance. Location: Bogota, Colombia Contract Type: Independent Contract #J-18808-Ljbffr