[2 / 11 / 2025] Director of Operations...

Position : Director of Call Center Operations

Reports To : VP of Operations - LATAM

About the Role

We are seeking a highly experienced and results-driven Director of Call Center Operations to lead and scale our operations in Barranquilla, Colombia. This leader will be responsible for managing large-scale call center activities, ensuring operational excellence, driving performance against KPIs, and fostering a culture of accountability, quality, and continuous improvement.

This is a senior leadership role requiring deep knowledge of BPO / call center operations, particularly in high-volume customer engagement environments. The Director will partner closely with global executives, clients, and internal teams to deliver strong outcomes while positioning the site for sustainable growth.

Key Responsibilities

• Provide strategic leadership and direction for the Barranquilla site, ensuring delivery of client and organizational goals.
• Oversee all aspects of call center operations including workforce management, training, quality, technology, and compliance.
• Drive achievement of KPIs related to service delivery, customer satisfaction, attrition, and revenue.
• Build, mentor, and develop a high-performing leadership team capable of supporting large-scale operations.
• Partner with global leadership and clients to identify and implement operational improvements, process efficiencies, and innovative solutions.
• Ensure alignment with local labor regulations and company policies.
• Monitor financial performance, budgets, and resource allocation for the site.
• Champion a culture of excellence, accountability, and employee engagement.

Qualifications

Ideal Candidate

The ideal candidate is a strategic yet hands-on operations leader with deep BPO industry expertise and a strong foundation in Telco operations. They are comfortable driving operational scale, building trust with global clients, and leading through periods of growth and transformation. This individual demonstrates strong financial acumen, people leadership, and a relentless focus on results.

Seniority level

Director

Employment type

Full-time

Job function

Customer Service, Strategy / Planning, and Other

Industries

Telephone Call Centers and Telecommunications

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