We are seeking an experienced senior professional to lead our Bogota team as a Client Service and Operations Manager. Key Responsibilities: - The ideal candidate will direct and manage daily operations to optimize efficiency, meet service level agreements, and foster seamless collaboration between departments. - Supervising staff, managing workloads, providing training, and conducting performance evaluations are essential skills required for this role. - This position involves developing a high-performing team by creating a positive work environment and supporting ongoing professional development. - Motivating and engaging employees, encouraging continuous improvement, and driving team performance are key aspects of the job. Client Management: - The successful candidate will be responsible for managing client relationships, understanding their needs, resolving issues, and ensuring exceptional client satisfaction. - Ensuring adherence to service level agreements (SLAs) by monitoring and maintaining agreed-upon service levels is crucial for this position. Business Strategy: - The Client Service and Operations Manager will contribute to the overall business strategy by developing and executing plans to achieve business goals. - Identifying opportunities for growth and expansion, exploring new business prospects, and developing strategies for growth are key responsibilities. Requirements: - Excellent English proficiency is mandatory. - A minimum of 6 years of experience in a management position within a Business Process Outsourcing (BPO) environment is required. - A strong understanding of BPO processes, service delivery, and operational excellence is essential. - Experience leading client relationships, ensuring service excellence, and driving business growth is highly valued. - The ability to work independently with minimal supervision and possessing advanced technical skills, particularly with G-Suite/MS-Office, are necessary. - Proven experience in managing and mentoring teams is also required. - Sales or e-commerce experience, including a solid understanding of sales metrics and drivers, is highly desirable. - The capacity to analyze data, identify trends, and develop strategic solutions is essential. - Strong relationship-building skills with internal and external stakeholders are required. This is an on-site role based in Bogota.