Operations Manager

at  GlowTouch LLC

Glowtouch, a UnifyCX company, is growing and we are looking for a Operations Manager to join our motivated and ambitious team in Barranquilla, Colombia. Come be one of the pioneers at our newest location!

WHO WE ARE:

UnifyCX is a Global company with locations in the U.S., Colombia, 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.
Our motto is “Putting People First” we truly value our employees, customers, and communities. Our focus goes beyond simply filling positions; we invest in our employees’ long-term career growth. Our dedication to exceeding expectations has led to longstanding partnerships with clients, some of whom have been with us for decades. While others may speak of creating a supportive environment, we actively demonstrate it through our actions and approach.
Reports to: VP of Operations LATAM
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity

WHAT WILL YOU DO?

As an Operations Manager you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. This role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. The Operations Manager will work closely with senior management and clients to drive operational excellence and achieve business objectives.

KEY RESPONSIBILITIES:

• Operational Oversight:
• Manage and supervise daily operations to ensure adherence to company policies, client requirements, and service level agreements (SLAs).
• Oversee multiple teams, including team leads and agents, ensuring optimal performance and productivity.
• Performance Management:
• Monitor key performance indicators (KPIs) and operational metrics to assess and improve performance.
• Conduct regular performance reviews and provide feedback to team members.
• Implement action plans to address performance issues and achieve performance targets.
• Client Relationship Management:
• Serve as the primary point of contact for clients, ensuring their needs are met and addressing any concerns or issues.
• Develop and maintain strong relationships with clients, understanding their business requirements and expectations.
• Prepare and present operational reports and performance updates to clients and senior management.
• Process Improvement:
• Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Develop and execute strategies to streamline operations, reduce costs, and improve service delivery.
• Facilitate regular process reviews and update standard operating procedures (SOPs) as needed.
• Team Leadership and Development:
• Lead, mentor, and motivate teams to achieve performance goals and maintain high levels of employee engagement and satisfaction.
• Oversee training and development programs to ensure team members have the necessary skills and knowledge.
• Foster a positive and collaborative work environment.
• Resource Management:
• Manage resource allocation, including staffing levels, scheduling, and workflow distribution.
• Ensure that operational resources are used efficiently and effectively.
• Compliance and Quality Assurance:
• Ensure compliance with company policies, industry regulations, and client-specific requirements.
• Monitor and enforce quality standards to maintain high levels of service delivery.
• Address and resolve any compliance or quality issues promptly.
• Reporting and Analysis:
• Prepare and analyze operational reports, including performance metrics, financial data, and client feedback.
• Utilize data to make informed decisions and drive continuous improvement.