{"id":2099282,"url":"https://alion.io/job/glowtouch-operations-manager-4","title":"Operations Manager","company":{"id":2311829,"name":"GlowTouch","domain":"glowtouch.com","url":"https://alion.io/company/glowtouch","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barranquilla, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":77000,"max_usd":174000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5330},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-08T17:48:47Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T10:35:18Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"As an Operations Manager, you will oversee and direct the operations for one of our most complex clients. You will directly oversee the management team to ensure high-quality performance and effective operations. You will serve our customers through the development and implementation of the best cell center methods and procedures. You will also recommend and implement process improvements that lead to operational cadence.\nYou will report directly to the VP of Service Delivery.\nThe position will be based in our Barranquilla call center and you will:\nPlan and organize day-to-day activities of management related to production and operations.\nSet clear expectations and develop an operational cadence for the management team.\nMeasure productivity by analyzing performance data and activity reports.\nManage service delivery and sales performance to meet client needs and revenue targets\nDetermine labor needs to achieve intraday, daily, weekly, and monthly SLA targets and KPIs.\nIdentify underperforming areas and inefficient processes and develop strategies to gain improvement and communicate recommendations to respective departments.\nHire and train staff, provide developmental opportunities, evaluate employee performance, and recommend and initiate promotions, transfers, and disciplinary actions.\nEnsure compliance with all company policies and procedures.\nMotivate and develop future leaders of the company through coaching, mentoring, and performance goal setting.\nProvide updates on programs to internal teams as well as clients.\nParticipate in and lead Weekly, Monthly and Quarterly Business Reviews with the Client.\nManage the program as efficiently as possible by maximizing opportunities to deliver on key operational metrics.\nSupport account growth, change management, and transformational activities.\nWork with the management team to ensure compliance with company policy, state, and federal employment law.\nPerform other duties as needed.\nWho You Are: \nTo be considered, candidates are expected to have the following:\nMinimum 5 years of Contact Center Operations Management experience required; BPO experience essential.\nExcellent written and verbal communication required.\nProven ability to successfully lead a diverse workforce consisting of both in-office and remote workers.\nAbility to conduct root cause analysis and develop data driven action plans to improve performance.\nExudes the ability to lead, inspire, motivate, and influence others to achieve their highest potential.\nExperience with call center technology, workforce management agent productivity tools, and quality management tools.\nAbility to develop performance goals and objectives for direct reports and monitor the achievement of those goals.\nStrong project management skills; must be able to manage multiple programs at one time.\nDemonstrated excellence in communication (written and verbal) with internal and external customers.\nProficient in Microsoft Office including Outlook, Excel, Word & PowerPoint.\nResults-driven, action-oriented, and self-motivated mindset.\nMust be experienced and comfortable working in a fast-paced environment and able to deal well with change and ambiguity.\nAbility to learn new technology and adapt to a new environment.\nStrong analytical, administration, and problem-solving skills.\nAble to exercise good judgment in protection and dissemination of company confidential and proprietary information.\nEducation: College degree or equivalent Contact Center Leadership experience","description_format":"text","description_chars":3500,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-08T17:48:47Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":3,"expected_fill_days":32,"reasons":["conf:2","wave","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/glowtouch-operations-manager-4","json_url":"https://alion.io/job/glowtouch-operations-manager-4.json","meta":{"generated_at":"2026-10-12T11:41:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18174,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2311829},"rest":"https://alion.io/mcp/rest/get_company?id=2311829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglowtouch-operations-manager-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglowtouch-operations-manager-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglowtouch-operations-manager-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/glowtouch-operations-manager-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglowtouch-operations-manager-4"}]}