Colombia Job Openings

HireLATAM

Remote Call Center Director

FULL TIME

September 3, 2024

Hire Latam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Call Center Director ( 100% Work From Home)

Location: Remote from Colombia, preferably located in Bogota

Position Type: Full-time

Salary : Base pay $40-60K USD annual base (paid monthly - approx. $3,333 - 5,000 USD/month) + bonus of $10-20K annual, paid quarterly based on performance – some room for negotiation based on experience

Schedule: Varies, during training typically Monday - Friday 8:30am - 5:30pm EST, however hours may vary when out of training and have some flexibility. This position requires 24/7/365 on call and likely will require at least 50 hours a week to start until you get the structure organized. This will be a high-pressure, high reward position for someone wanting to tackle the challenge.

Benefits: PTO/vacations: 1 earned day of PTO for every month worked. Flexibility with Colombian holidays off instead of US holidays off.

Our Client:

Our client is a leading provider of lead capture platforms for small and medium-sized businesses (SMBs). With over 8,000 clients and millions of daily impressions, their software has become a trusted solution for generating leads and driving growth. Renowned for its exceptional value proposition, the company offers a high-quality product at a competitive price point. Recent additions to the platform include retainer signing and a state-of-the-art US-based call center.

Job Overview:

They are seeking a visionary and dynamic Director of Call Center Operations to lead and scale their rapidly growing call center. As a startup, the company is moving faster than they can scale, and they need a strong, innovative leader who can take full creative control to restructure and define talent, teams, processes, and systems. This role is critical in shaping the future of the call center, ensuring they exceed performance goals while delivering exceptional customer service. This person will report directly to the Call Center Creator, the VP of Customer Success and have an excellent seat in front of one of the company’s Senior Leaders.

Responsibilities:

Innovate and Create Processes: Develop and implement new call center processes with minimal direction, ensuring scalability and efficiency as the company continues to grow rapidly.
Strategic Leadership: Serve as the brains of the operation, driving strategic initiatives to enhance call center performance and meet ambitious KPIs.
Team Management: Lead, manage, and inspire a team of 100+ agents, fostering a culture of excellence and accountability.
Performance Metrics: Establish and monitor formal call center KPIs, ensuring the team consistently meets and exceeds targets.
Customer-Centric Approach: Maintain a strong customer-facing presence, with exceptional written and verbal communication skills, ensuring a superior customer experience.
Budgeting and Scheduling: Oversee budgeting, forecasting, and scheduling to optimize resource allocation and achieve operational goals.
Analytical Leadership: Utilize strong analytical skills to identify trends, assess performance, and implement data-driven strategies for continuous improvement.
Collaboration and Innovation: Work closely with the VP of Customer Success and other stakeholders, taking full creative control to drive growth and innovation within the call center.
24/7 Availability: Be prepared to manage 24/7 emergencies, and work long hours when necessary to ensure the success of the call center.
Delegation and Vision: Delegate effectively while maintaining a visionary approach to leadership, driving the team toward achieving the company’s goals.
Startup Experience: Leverage previous startup experience to navigate the challenges of a fast-paced, high-growth environment, ensuring that the call center scales effectively.
Proven Track Record: Provide proven references demonstrating successful KPI achievement and leadership in previous roles.

Qualifications, Skills and Key Competencies:

Experience: 5+ years of experience in call center leadership, with a proven track record of managing teams of 100+ agents and exceeding performance goals.
Startup Experience: Strong background in working within startups or fast-growing companies, with the ability to innovate and scale operations.
Leadership: A hands-on leader with a "CAN DO" attitude, known for consistently meeting and exceeding goals.
Analytical Skills: Strong analytical abilities, with experience in budgeting, scheduling, and performance metric management.
Customer Focus: Exceptional customer-facing skills, with excellent written and verbal communication.
Executive Presence: Confident and professional executive presence, capable of representing the company at the highest levels.
Creativity and Collaboration: Ability to take full creative control while collaborating with cross-functional teams to drive call center growth.
Availability: Willingness to work long hours and handle 24/7 emergencies as needed to ensure operational success.

Application Disclaimer: Please Read Before Proceeding
To ensure a fair evaluation process, please submit all required information on the application form. Kindly note that resumes and recordings must be in English ; any other language will lead to disqualification . Also, ensure your voice recording lasts at least 30 seconds . Applications without a voice recording will be automatically disqualified.
If you apply for more than one position, we will only consider your application for the first job you applied for. However, if you do not qualify for the first position but meet the requirements for another, we can consider you for the relevant role. To streamline the process and ensure fair consideration, we kindly request that you apply to a maximum of three jobs and that you only apply to jobs that you truly qualify for based on the stated requirements and qualifications.
We value your interest and look forward to reviewing your application. Thank you.

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