Job Description Lead Operational Excellence in Outsourcing: Elevate Your Career with Emapta!
Emapta, founded in 2010 by CEO Tim Vorbach, is a trailblazer in outsourcing solutions, revolutionizing the industry with personalized, transparent services.
Emapta empowers businesses to build dedicated offshore teams seamlessly integrated into their operations, offering comprehensive HR support, cutting-edge IT solutions, and modern workspaces across 18 offices in the Philippines.
With a client base of over 720 globally, Emapta ensures clients maintain full control over their teams, fostering a perfect synergy with their business culture.
At Emapta, employees enjoy above-average compensation, world-class facilities, continuous training, and a vibrant work culture.
Join Emapta to embark on a stable global career close to home, where your skills contribute to international business success and personal growth.
Charting Success: Overview of the Operations Manager Role Be part of our client's team as an Operations Manager overseeing BPO services.
Lead daily operations, ensure service excellence, and manage client relationships.
Utilize strategic planning to optimize efficiency and meet business goals.
Foster a culture of improvement and innovation while ensuring compliance and budget adherence.
Employment Type: Indefinite term type contract Shift: 6 DAYS A WEEK | 6:00 am to 3:00 pm Work Setup: Onsite, Bogota/Medellin Responsibilities: Navigating Your Role Lead and manage a team of supervisors, team leaders, and agents to achieve operational goals.
Act as the primary point of contact for clients, understanding their requirements, and ensuring service delivery aligns with contractual agreements and SLAs.
Develop and implement operational strategies to optimize service delivery, enhance efficiency, and achieve business objectives.
Monitor and analyze operational performance metrics, identify areas for improvement, and implement corrective actions or process enhancements.
Ensure compliance with industry regulations, data security protocols, and client-specific requirements.
Drive a culture of continuous improvement and operational excellence within the organization.
Collaborate with cross-functional teams to streamline processes, resolve operational issues, and implement best practices.
Manage operational budgets, forecast expenditures, and optimize resource allocation to achieve financial targets and profitability goals.
Conduct regular performance reviews, provide coaching and development opportunities to team members, and foster a positive work environment.
Stay informed about industry trends, best practices, and technological advancements to drive innovation and maintain a competitive advantage.
Requirements Mission Critical: Your Responsibilities in BPO Leadership Fluent in English (C1 level required), both written and verbal.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proven experience (3+ years) as an Operations Manager or in a senior operational role within the BPO industry.
Strong leadership and people management skills with the ability to motivate and inspire teams.
Excellent client relationship management skills, focusing on delivering exceptional service and building strong partnerships.
Solid understanding of operational processes, performance metrics, and quality assurance principles.
Strategic thinker with the ability to develop and implement effective operational strategies to achieve business goals.
Exceptional communication, negotiation, and problem-solving skills.
Ability to work effectively under pressure, prioritize tasks, and make informed decisions in a dynamic environment.
Proficiency in MS Office suite and operational management software/tools.
Education: Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
Benefits Beyond Expectations: Benefits That Define Your Career 5 Days work week Prepaid medicine Work-Items (laptop, mouse, and headset) Indefinite term type contract 5 extra days of vacation leave (20 in total) that could be monetized.
Direct exposure to our clients Career growth opportunities Diverse and supportive work environment Prime Office Locations - Bogotá and Medellin Upskilling: Emapta Academy Welcome to Emapta Colombia!
At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia.
Our track record of success and diverse international clientele across various industries provide a solid foundation for your career.
With over 700 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.
Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips.
Emapta isn't just a company; it's a community that values the balance between work and life.
Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.
#EmaptaExperience Requirements Mission Critical: Your Responsibilities in BPO Leadership Fluent in English (C1 level required), both written and verbal.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proven experience (3+ years) as an Operations Manager or in a senior operational role within the BPO industry.
Strong leadership and people management skills with the ability to motivate and inspire teams.
Excellent client relationship management skills, focusing on delivering exceptional service and building strong partnerships.
Solid understanding of operational processes, performance metrics, and quality assurance principles.
Strategic thinker with the ability to develop and implement effective operational strategies to achieve business goals.
Exceptional communication, negotiation, and problem-solving skills.
Ability to work effectively under pressure, prioritize tasks, and make informed decisions in a dynamic environment.
Proficiency in MS Office suite and operational management software/tools.
Education: Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
