Contact Center Manager
On-site · Cali, Valle del Cauca Department, Colombia
Cali, Valle del Cauca Department, ColombiaOn-siteFull TimeSenior LevelNot SpecifiedUnknown
Type
Full Time
Level
Senior Level
Education
Not Specified
Company size
Unknown
Job Summary
Lead a high-volume bilingual contact center supporting US healthcare operations. Own team performance, coaching, scheduling, and KPI improvement without layers of slow approvals. Manage 30+ agents and team leads, drive KPI improvements, run coaching sessions and 1:1s, monitor queues in real time, build reports in Excel/Google Sheets, handle escalations, create SOPs and client updates in English, and collaborate with US-based stakeholders to ensure operational excellence.
Required Qualifications
- Bilingual English/Spanish, B2+ minimum
- 5+ years managing contact center teams
- Experience managing KPIs and agent performance
- Strong Excel or Google Sheets reporting skills
- Comfortable with US-based stakeholders
- Available for background check
Desired Qualifications
- Bilingual English/Spanish
- 5+ years managing contact center teams
- Experience managing KPIs and agent performance
- Strong Excel or Google Sheets reporting skills
- Comfortable with US-based stakeholders
- Available for background check
- Outbound sales or appointment-setting experience
- US healthcare experience: Medicare or Medicaid
- Experience using Five9 or similar dialers
- Familiarity with QA scorecards and calibrations
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.