Manager, Service Delivery - Remote

Overview

We are seeking a highly motivated and experienced Manager, Service Delivery to oversee the daily operations of our Bogotá (Colombia) site. The ideal candidate will be responsible for managing all aspects of the site, ensuring operational efficiency, and driving continuous improvement. This role requires strong leadership skills, excellent communication abilities, and a proven track record in operations management.

In Short

• Oversee the daily operations of the site, ensuring all activities are carried out efficiently and effectively.
• Lead and manage a team of employees, providing guidance, support, and development opportunities.
• Implement and maintain operational policies and procedures to ensure compliance with company standards and regulations.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed.
• Collaborate with cross-functional teams, including HR, finance, and IT, to support site operations and achieve business objectives.
• Foster a positive work environment, promoting teamwork, collaboration, and employee engagement.
• Ensure the safety and security of the site, implementing and maintaining health and safety protocols.

Requirements

• Bachelor's degree in business administration, operations management, or a related field.
• Proven experience in a leadership role within a similar industry.
• Strong understanding of operational processes and best practices.
• Ideally has previous experience in a call center environment.
• Excellent communication, interpersonal, and organizational skills.
• Ability to analyze data and make informed decisions.
• Experience using UCaaS and/or CCaaS software and tools.
• Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
• Native Spanish speaker.
• Proficiency in English is a must.
• Call center experience is required.
• Professional services experience with a focus on service delivery.

Benefits

• Grow Your Career: Access to learning resources and mentorship.
• Enjoy Flexibility: Remote-first approach and work-life harmony.
• Community & Culture: Values diversity, inclusion, and a sense of belonging.
• Make an Impact: Your ideas are heard, and your work is meaningful.