Manager, Operations (Bogotá)

Job Summary

Manage the operations ensuring the results of metrics set by the clients.

Key Responsibilities

• Ensures Qualfon DSG complies with performance metrics for client satisfaction and exceeding expectations:
  • Performance Metrics (among others):
    • Scorecard (Client)
    • Quality
    • Adherence
    • Turn Times
    • Throughput
  • Analyzes report statistics and arrival patterns to ensure adequate staffing to meet established service levels.
  • Facilitates Focus Group Discussions (FGD) to identify and address concerns from all levels of employees on the account.
• Manages accounts at the operational level, ensuring production, cost and financial results of internally set metrics:
  • Ensures Qualfon DSG complies with internal metrics:
    • Manpower Utilization (Internal Productivity)
    • Attrition
    • Production (hours)
    • Others
  • Forecasts ...