Senior Client Service and Operations Manager (BOG) Horatio Bogota, D.C., Capital District, Colombia We are seeking a highly capable Senior Client Service and Operations Manager for our Bogota team. This role involves directing daily operations, optimizing efficiency, ensuring compliance with service level agreements, and fostering seamless interdepartmental coordination. Key responsibilities include analyzing detailed performance metrics and implementing strategic process improvements. The position requires strong client service and operational management skills. Responsibilities: Supervise staff, manage workloads, provide training, and conduct performance evaluations. Develop a high-performing team by fostering a positive work environment and supporting professional development. Motivate and engage employees, encourage continuous improvement, and drive team performance. Manage client relationships, understand their needs, resolve issues, and ensure client satisfaction. Ensure adherence to SLAs by monitoring and maintaining service levels. Contribute to business strategy by developing and executing plans to achieve goals. Identify growth opportunities, explore new business avenues, and develop strategies for expansion. Stay updated on industry trends, best practices, and new technologies relevant to BPO. Requirements: Excellent (near-native) English proficiency is mandatory. 6+ years of management experience within a BPO environment. Deep understanding of BPO processes, service delivery, and operational excellence, including policy implementation and management. Experience leading client relationships, ensuring service quality, and driving growth. Highly self-motivated with the ability to work independently. Advanced proficiency in G-Suite and MS Office. Proven experience in team management and mentorship. Sales or e-commerce experience, with a strong grasp of sales metrics and drivers. Ability to proactively identify team or employee risks. Excellent relationship-building skills with employees and partners. Strong work ethic and talent for motivating others. Passionate about knowledge sharing and team development. Exceptional written and verbal communication skills, with strategic articulation capabilities. Data analysis skills to identify trends and develop strategic operational solutions. Ability to manage relationships with stakeholders, including clients and vendors. This is an on-site role based in Bogota. #J-18808-Ljbffr