Service Delivery Manager

Summary

Join Broadvoice as a Manager, Service Delivery in our Bogotá, Colombia site. You will oversee daily operations, ensuring efficiency and continuous improvement. This leadership role requires managing a team, implementing policies, analyzing KPIs, and collaborating with cross-functional teams. You will foster a positive work environment and ensure site safety. The ideal candidate possesses strong leadership, communication, and operational management skills. Broadvoice offers a supportive environment with growth opportunities, flexibility, and a strong team culture.

Requirements

• Bachelor's degree in business administration, operations management, or a related field
• Proven experience in a leadership role within a similar industry
• Strong understanding of operational processes and best practices
• Excellent communication, interpersonal, and organizational skills
• Ability to analyze data and make informed decisions
• Experience using UCaaS and/or CCaaS software and tools
• Strong problem-solving skills and the ability to handle multiple tasks simultaneously
• Native Spanish speaker
• Proficiency in English is a must
• Call center experience is required
• Professional services experience with a focus on service delivery

Responsibilities

• Oversee the daily operations of the site, ensuring all activities are carried out efficiently and effectively
• Lead and manage a team of employees, providing guidance, support, and development opportunities
• Implement and maintain operational policies and procedures to ensure compliance with company standards and regulations
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed
• Collaborate with cross-functional teams, including HR, finance, and IT, to support site operations and achieve business objectives
• Foster a positive work environment, promoting teamwork, collaboration, and employee engagement
• Ensure the safety and security of the site, implementing and maintaining health and safety protocols

Preferred Qualifications

Ideally has previous experience in a call center environment

Benefits

• Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship
• Enjoy Flexibility: We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life