Assistant Manager – Retention Operations (Telecom Process) – Colombia
If you know how to turn performance gaps into results and teams into high-performing units, this role is built for you. Fusion CX is hiring an Assistant Manager – Retention Operations in Colombia for a critical job vacancy in Colombia, where you will lead supervisors, drive retention metrics, and manage client expectations in a high-accountability environment. Ideal for candidates targeting BPO manager jobs in Colombia who are ready to own outcomes, not just report them.
This leadership role is ideal for professionals exploring call center jobs in Colombia or BPO manager jobs in Colombia who can drive performance across retention programs in a fast-paced telecom environment. You will lead end-to-end contact center operations, manage multiple supervisory teams, and ensure consistent delivery of KPIs, customer experience, and operational efficiency. This is a client-facing role requiring strong leadership, data-driven decision-making, and the ability to translate performance into clear business outcomes.
Job Description:
Key Responsibilities:
Operational Performance & KPI Delivery
- Own and deliver key metrics, including AHT, CSAT, NPS, QA, SLA, and retention rates
- Monitor real-time and historical performance trends and drive recovery actions
- Ensure strong floor management and consistent service delivery
Leadership & People Management
- Manage 4–6 Supervisors and oversee frontline team performance
- Drive coaching, accountability, and leadership development
- Build a high-performance, engagement-driven team culture
Client & Stakeholder Management
- Act as the primary point of contact for client stakeholders
- Lead business reviews and present performance updates
- Manage escalations with structured recovery and action plans
Executive Reporting & Insights
- Develop PowerPoint presentations for client and internal reviews
- Translate data into insights, trends, and actionable recommendations
- Maintain dashboards and ensure accurate reporting
Quality & Customer Experience
- Improve retention outcomes while maintaining strong customer experience scores
- Partner with QA teams to identify gaps and implement coaching plans
- Leverage Voice of Customer insights to drive improvements
Financial & Cost Management
- Manage cost drivers such as overtime, shrinkage, and staffing efficiency
- Optimize headcount and productivity while maintaining quality standards
Process Improvement & Operational Excellence
- Identify gaps and implement process improvements
- Standardize best practices across teams and drive efficiency
Workforce & Resource Planning
- Partner with WFM teams for forecasting and scheduling
- Ensure staffing aligns with service level requirements
Compliance & Risk Management
- Ensure adherence to all policies, including data security and compliance standards
- Maintain audit readiness and mitigate operational risks
Training & Development
- Support onboarding and continuous skill development
- Identify skill gaps and improve ramp-to-performance timelines
Job Requirements:
- A graduation in any discipline
- 5+ years of contact center operations experience (telecom or retention preferred)
- Proven experience managing supervisors and multi-layered teams
- Strong client-facing and stakeholder management experience
- Advanced proficiency in PowerPoint, Excel, and data analysis
- Strong communication skills in English (minimum B2 level required)
- Ability to manage KPIs, cost drivers, and operational performance
- Willingness to work in rotational shifts, including evenings and weekends
Why Join Fusion CX?
Lead large-scale retention operations, influence performance, and grow your leadership career in a global CX environment.
- Step into a high-impact BPO manager job in Colombia with full operational ownership
- Lead telecom retention programs within a fast-paced call center job in Colombia
- Work directly with stakeholders and influence business outcomes
- Build leadership capability while managing large, multi-layered teams
- Drive measurable results across customer experience, retention, and efficiency
- Accelerate career growth in a performance-driven CX organization
This job vacancy in Colombia is ideal for professionals exploring assistant manager jobs in Colombia, call center leadership roles, or BPO operations manager jobs Colombia. If you are driven by performance, leadership, and impact, this role offers a strong platform to grow.