Site manager - healthcare bpo call center barranquilla

Job Title: Site Manager – Healthcare BPO Call Center

CONTRACTUAL CONDITIONS:
Location: Barranquilla, Colombia
Department: Operations
Reports To: Regional Director / VP of Operations
Employment Type: Full-time
Salary range: 11,500,000 - 13,500,000 COP, according to salary expectations and experience.

Position Summary:
We are seeking a dynamic and experienced Site Manager to lead our healthcare BPO call center operations in Barranquilla, Colombia. This role is critical in ensuring high-quality service delivery to U.S.-based healthcare clients while focusing on employee performance, talent acquisition, and facilities management. The ideal candidate will be a strategic thinker and hands-on leader with strong operational, people, and facility oversight skills in a bilingual, near-shore BPO environment.

Key Responsibilities:
Employee Performance Management
Lead, mentor, and develop a high-performing team of supervisors, agents, and support staff to meet or exceed service level agreements (SLAs), KPIs, and quality benchmarks.
Drive a culture of accountability, recognition, and continuous improvement through structured coaching and performance development plans.
Review performance metrics and analytics to identify trends, optimize processes, and address underperformance.
Champion employee engagement and retention initiatives aligned with company values and culture.
Talent Acquisition & Retention
Partner with the Talent Acquisition and HR teams to recruit top-tier bilingual (English/Spanish) professionals with experience in healthcare customer service.
Guide local recruitment efforts including job fairs, university partnerships, and digital sourcing strategies.
Ensure effective onboarding, training, and integration of new hires to meet client expectations and compliance requirements.
Monitor turnover and absenteeism rates and implement strategic retention programs.
Facilities Management
Oversee all aspects of the Bogotá site's physical infrastructure, including maintenance, health and safety, and vendor management (cleaning, security, utilities, etc.).
Ensure that the facility supports operational needs, business continuity, and employee well-being.
Coordinate office expansion or optimization projects in collaboration with regional facilities and procurement teams.
Maintain compliance with Colombian labor laws, workplace safety standards, and U.S. healthcare client requirements (e.g., HIPAA readiness).
Qualifications:
Bachelor's degree in Business Administration, Healthcare Management, Operations, Industrial Engineering, or related field (Master's a plus).
Minimum 5 years of experience in a BPO/call center leadership role, with at least 2 years in the healthcare sector.
Proven ability to manage medium to large-scale teams (100+ employees) in a bilingual, KPI-driven environment.
Strong understanding of U.S. healthcare processes and regulatory standards (HIPAA, CMS).
Proficiency in English and Spanish (both written and verbal) is required.
Experience with CRM systems, WFM tools, QA frameworks, and call center technologies.
Preferred Attributes:
Prior experience leading nearshore operations in Bogotá or LATAM for U.S. healthcare clients.
Certification or training in Lean Six Sigma, PMP, or similar process improvement methodologies.
Strong analytical, organizational, and leadership skills with a collaborative management style.
Flexible schedule with availability to align with U.S. time zones as needed.

Gerente

Universitaria

Ingeniería industrial

Administración de empresas

Especialización de Dirección de Operaciones y Logística

5 años de experiencia

1 Vacante