About IGT Solutions IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally. IGT serves 4 out of Top 5 Airlines, 4 out of Top 5 Travel Companies, 4 out of Top 5 Hospitality companies. We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services. As a multinational company working in the telecommunications sector or BPO focused on customer service, currently in constant growth in Colombia, we are seeking an Operations Manager. The successful candidate will be responsible for ensuring efficient operations, implementing best practices, and driving continuous improvement initiatives to enhance productivity and customer satisfaction. Key Responsibilities: - Develop and implement operational policies and procedures to streamline processes and improve efficiency. - Monitor daily operations and address issues promptly to minimize disruptions and ensure smooth workflow. - Build and maintain strong relationships with clients, understanding their business needs and ensuring the delivery of high-quality services. - Identify areas for process improvement and implement strategies to enhance operational efficiency. - Analyze existing processes, identify bottlenecks, and implement solutions to optimize workflow. - Collaborate with cross-functional teams to drive process standardization and consistency. - Establish and maintain quality control standards to meet or exceed customer expectations. - Implement quality assurance measures and conduct regular audits to ensure compliance with company standards and industry regulations. - Efficiently allocate resources, including manpower, equipment, and materials, to meet operational demands. - Work closely with procurement and supply chain teams to manage inventory levels and ensure timely availability of resources. Requirements: - Education and Essential Experience: 5+ years of experience in BPO Operations with at least 3+ years at managerial level. - Deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends in BPO industry. - Ability to motivate and inspire teams. - Excellent people manager, open to direction and a collaborative work style and commitment to get the job done. - Confident, flexible with the ability to work in a fast-paced and changing environment. - Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise. We Offer: - Indefinite term contract + benefits according to law. - Professional growth in the company (professional career). - Biweekly payments. - Immediate hiring. - Full availability + 2 days off per week. - WFO.