**Purpose of the Position:** Lead, scale, and optimize the Call Center’s end-to-end operations, ensuring achievement of business, financial, and customer experience objectives through strategic, results-driven management and high-performance team development. **Key Responsibilities** * Oversee the Call Center’s full operation (sales, retention, service, and collections, if applicable). * Design and execute strategies to increase sales and productivity. * Establish KPIs, dashboards, and continuous improvement plans. * Lead, train, and develop coordinators, supervisors, and operational teams. * Ensure compliance with SLAs, quality standards, conversion rates, and customer satisfaction. * Optimize processes, call scripts, call flows, and technological tools. * Manage budget, forecasts, and cost control. * Coordinate with commercial, marketing, HR, and finance departments. * Ensure regulatory and labor compliance in accordance with Colombian legislation. **What We’re Looking For** * Degree in Business Administration, Engineering, Marketing, or related fields. * **Minimum 5 years’ experience** in Call Centers, including at least **2 years in leadership roles**. * Strong focus on **sales, metrics, and leading large teams**. * Proven experience scaling operations. * High analytical ability, decision-making skills, and strategic thinking. * Proficiency in CRM, dialers, BI, and reporting tools. * Inspirational leadership and results orientation. We Offer * **Competitive market-aligned salary** (base + performance-based variable pay). * **Statutory benefits in Colombia** * Job stability (indefinite-term contract). * Professional growth and executive development opportunities. * A dynamic, challenging, and high-performance-oriented work environment. * Strategic involvement in business decision-making. Are you interested in leading a high-impact operation? Apply now and join a growing initiative where your leadership will make a difference.