Operations Team Leader – BPO Operations (on site)

📍 Medellín, Colombia | On-site
💰 Competitive Salary
🕒 Full-time | Monday to Friday

About the Role

RAM BPO is looking for an experienced and proactive Operations Team Leader to support and scale one of our strategic accounts.

The ideal candidate is a strong people leader with experience managing KPIs, coaching teams, and operating in fast-paced service or support environments.

Key Responsibilities

Operational Management

• Oversee daily operations across Intake, Middle Support, and Customer Support teams

• Ensure productivity, quality standards, SLA compliance, and workflow execution

• Monitor operational performance and proactively identify risks or gaps

Team Leadership

• Lead, coach, and support team members

• Drive accountability, engagement, and performance culture

• Support onboarding and ramp-up processes for new hires

Performance Management

• Track KPIs including productivity, quality, attendance, turnaround times, and customer satisfaction

• Build and maintain operational reports and performance visibility

• Create action plans to improve team results and operational efficiency

Quality & Process Improvement

• Ensure consistency and compliance across processes

• Identify bottlenecks, recurring issues, and training opportunities

• Collaborate with QA and Training teams to improve service delivery

• Recommend operational improvements and scalable best practices

Client Communication

• Act as the operational point of contact for escalations and execution alignment

• Provide updates regarding performance, staffing, risks, and operational opportunities

• Support a proactive and trust-based relationship with stakeholders

Growth & Scalability

• Support operational readiness for account growth

• Contribute to workforce planning and process standardization

• Help build scalable operational structures and documentation

Requirements

Education

• Professional degree in Business Administration, Industrial Engineering, Psychology, Human Resources, Communications, or related fields

OR

• Technical/Technological degree with strong leadership experience in BPO or service operations

Experience

• 2–4+ years of experience in BPO, customer operations, support, or service environments

• Minimum 1–2 years in leadership, supervisory, or Team Lead roles

• Experience managing KPIs, coaching teams, and handling operational communication

• Experience in fast-growth environments is highly valued

• Insurance, claims, intake, back-office, or customer support experience is a plus

Skills

• Strong leadership and coaching abilities

• KPI and performance-driven mindset

• Excellent communication and stakeholder management

• Problem-solving and decision-making skills

• High ownership and emotional intelligence

• Process improvement orientation

• Ability to thrive in fast-paced and scaling environments

Must Have

• Advanced English level (written and spoken)

Why Join RAM BPO?

• Be part of a fast-growing and strategic account

• Opportunity to lead and scale high-impact operations

• Collaborative and performance-driven culture

• Career growth opportunities within RAM BPO

Apply now and become part of a team focused on operational excellence and scalable growth.