Job Description Lead with Purpose in a Dynamic Outsourcing Landscape Emapta is a trailblazer in personalized outsourcing, redefining how businesses build offshore teams.
Since 2010, under the visionary leadership of CEO Tim Vorbach, Emapta has empowered over 700 global clients with custom-built, high-performing teams, supported by premier office spaces, comprehensive HR, and cutting-edge IT.
Join Emapta and experience a career that champions growth, work-life balance, and meaningful client partnerships.
Be part of a culture that values integrity, employee-first initiatives, and professional excellence.
Your Next Great Role Awaits Be part of our client's team as an Operations Manager , where you will oversee daily BPO operations, ensuring top-tier service delivery and client satisfaction.
You'll lead teams, implement strategic improvements, monitor performance, manage budgets, and foster a culture of excellence—all while maintaining compliance and driving continuous growth and innovation.
Employment Type: Indefinite term type contract Shift: 6 days a week | 6:00 am to 3:00 pm Work Setup: Onsite, Bogota/Medellin What You'll Own and Accomplish Lead and manage teams to achieve operational goals and deliver exceptional client service.
Act as the primary point of contact for clients, understanding their needs and ensuring service delivery meets contractual agreements and SLAs.
Develop and implement strategies to optimize service delivery, enhance efficiency, and meet business objectives.
Monitor and analyze operational performance metrics; identify areas for improvement and apply corrective actions or process enhancements.
Ensure compliance with industry regulations, data security protocols, and client-specific requirements.
Promote a culture of continuous improvement and operational excellence.
Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and integrate best practices.
Manage operational budgets, forecast expenditures, and allocate resources to meet financial targets and profitability goals.
Conduct performance reviews, provide coaching, and create development opportunities for team members, fostering a positive work environment.
Stay updated on industry trends, best practices, and technological advancements to drive innovation and maintain a competitive edge.
Requirements What You Bring to the Table Fluent in English (written and verbal) at a C1 level.
Proven experience (3+ years) as an Operations Manager.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Strong leadership and people management skills, with the ability to motivate and inspire teams.
Exceptional client relationship management skills focused on delivering service excellence and building strong partnerships.
Solid understanding of operational processes, performance metrics, and quality assurance principles.
Strategic thinking with the ability to develop and implement effective operational strategies to achieve business goals.
Strong skills in communication, negotiation, and problem-solving.
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).
Tech Stack: Proficiency in Microsoft Office.
Experience with workforce management software and tools (e.g., workforce scheduling, forecasting, reporting tools, CRM).
Benefits Elevate Your Experience with Unmatched Perks 20 vacation days to relax and recharge.
Prepaid medicine for comprehensive health coverage.
Customized equipment: Emapta laptop and peripherals tailored to your needs.
Direct client exposure for networking and skill development.
Career growth pathways designed for ambitious leaders.
Supportive and diverse work culture that inspires collaboration.
Prime office locations in Bogotá and Medellin for an easy commute.
Upskilling opportunities with free Emapta Academy courses.
Check them out here : https://bit.ly/EmaptaTrainingCalendar Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.
#EmaptaExperience Requirements What You Bring to the Table Fluent in English (written and verbal) at a C1 level.
Proven experience (3+ years) as an Operations Manager.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Strong leadership and people management skills, with the ability to motivate and inspire teams.
Exceptional client relationship management skills focused on delivering service excellence and building strong partnerships.
Solid understanding of operational processes, performance metrics, and quality assurance principles.
Strategic thinking with the ability to develop and implement effective operational strategies to achieve business goals.
Strong skills in communication, negotiation, and problem-solving.
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).
Tech Stack: Proficiency in Microsoft Office.
Experience with workforce management software and tools (e.g., workforce scheduling, forecasting, reporting tools, CRM).