Site Manager – Healthcare BPO Call Center - Barranquilla, Atlántico

Job 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.

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.

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.

Descripción del trabajo