Call Center / Operations Manager – Medellin, Colombia

Join Fusion CX as the Operations Manager in Medellin, Colombia, and lead the charge toward operational excellence in the heart of Medellin. We’re seeking a visionary leader with a passion for driving results and a track record of success in call centers and BPO operations.  We seek an experienced and resilient professional capable of achieving business strategy objectives, standardizing processes, and maintaining regular oversight of quality, operational metrics, and service level goals. The ideal call center/operations manager will identify and implement best practices to create a customer service experience that reflects Fusion CX’s vision, mission, and values.

Bring your strategic mindset, exceptional communication skills, and collaborative spirit to our team. You’ll have the opportunity to make a tangible impact on our business and the lives of our clients. If you’re ready to take on new challenges, foster innovation, and inspire greatness, apply now to join us at Fusion CX!

Job Description

The key leader within the site and direct accountability for the business operations.

  • Manage site team to include leaders and representatives from selection, training and development, coaching, counseling, and performance management.
  • Lead and manage all aspects of Operations, emphasizing continuous improvement in operating results. Conceptualizing and implementing long-term plans, strategies, and processes, fully accountable to all onboarded clients.
  • Coordinate with business and functional leaders, formulate strategic plans to enhance business operations, and implement control measures to optimize the following factors: resource, quality, process, and capacity utilization.
  • Take ownership of clients- from onboarding to delivery with solid corporate relationship building.
  • Implement robust processes to ensure high employee satisfaction & engagement and thereby contain attrition.
  • Managing the P&L for respective process with consistent profitability
  • Plan Business Continuity Management
  • Be focused on a solid skillset of delivery excellence, continuous improvement, customer satisfaction, and VOC.
  • Flexible on Change management skills and expertise in attrition Control and employee motivation.
  • Inculcated automation practices, which reduced the time taken to complete tasks.
  • Drive increased CSAT/NPS by focusing on customers and customer care techniques.
  • Create and execute an effective staffing model to meet stringent service-level requirements.
  • Ability to lead people to accomplish objectives without creating hostility in the workplace. Take initiative and demonstrate willingness to act with a sense of urgency.
  • Build management partnership.

Job Requirements

Minimum Requirements:

  • A minimum of three years of experience in operation management is required.  Candidates with a BPO experience will be preferred.
  • Strong verbal, written, presentation, and facilitation skills.
  • High levels of personal integrity, accountability, and compliance
  • A clear thinker with an open, transparent, inclusive communication and work style
  • Acting as a business partner to direct reports, creating an environment of mutual trust and respect
  • Following a leadership style rooted in collaboration coaching and best practice sharing.
  • A strategic thinker with high attention to detail who is ready to dive into tasks hands-on.

Essential Attributes for Contact Center 

  • Advanced knowledge of the call center services industry and best practices
  • Understanding of the ramifications of call center actions on the business, including revenue, expense, and employee dynamics
  • Excellent motivational and coaching skills with a demonstrated ability to develop leaders
  • Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment.

It will be a Full-Time employment and onsite position.

Why Join Fusion CX:

About Fusion CX:

Operating in 14 countries globally, Fusion CX is headquartered in Canton, Ohio. As a leader in CX transformation, we provide adaptable, scalable, and cost-efficient customer experience solutions for diverse clients in sectors like healthcare, utilities, BFS, retail, and e-commerce. Our operations span across North America, Latin America, Europe, the Middle East, Africa, and the Asia-Pacific region, demonstrating our commitment to global excellence and impact.

Our Vision:

Fusion aims to be a pioneer of change in the shared services industry & pave the way for:

  • Impeccable Customer Service
  • Growth- Oriented Business Associations
  • Focused Technological Innovations

Our vision is to enable a future of excellence in customer satisfaction & business growth.

Our Mission:

To usher in the next era of services that improve customer satisfaction & exceed the expectations of clients & customers alike.

We invite you to become a part of a thriving and expanding company dedicated to providing outstanding CX solutions. Experience a supportive and collaborative team atmosphere where your contributions are valued. Take advantage of opportunities for career advancement and personal development at Fusion CX. Enjoy a competitive compensation package tailored to your experience and skills. Join us as an operations manager in Medellin, Colombia, and help us together in realizing Fusion CX’s vision of leading change and achieving excellence in customer service.

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