: Operational Leadership: Provide strategic direction and leadership to ensure operational excellence and achievement of KPIs (Key Performance Indicators).
Client Management: Foster strong relationships with key clients, understanding their needs and aligning operational strategies to exceed expectations.
Team Management: Lead, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and continuous improvement.
Performance Optimization: Implement best practices and process improvements to enhance efficiency, quality, and client satisfaction.
Financial Management: Drive financial performance through effective budgeting, forecasting, and cost management.
Compliance and Risk Management: Ensure adherence to company policies, industry regulations, and risk management protocols.
Technology and Innovation: Leverage technology and innovation to streamline operations and enhance service delivery capabilities.
Strategic Planning: Collaborate with senior management to develop and execute strategic initiatives aligned with business objectives and market trends.
Reporting and Analytics: Utilize data-driven insights to monitor performance, identify opportunities, and drive informed decision-making.
Who Are You?
Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
Proven experience (10+ years) in a senior leadership role within the BPO industry, with specific experience managing operations in Colombia or Latin America.
Strong understanding of BPO operations, including customer service, technical support, sales, and back-office processes.
Demonstrated success in driving operational performance, achieving KPIs, and managing large teams.
Excellent communication, negotiation, and interpersonal skills.
Strategic thinker with the ability to innovate, problem-solve, and make data-driven decisions.
Fluent in English and Spanish; additional languages a plus.
Eligibility to work in Colombia.
Who We Are: UnifyCX is a Global Business Process Outsourcing company with locations in the U.S., Columbia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business?processing, and technology outsourcing solutions.
In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.
