Operations Team Leader – BPO Operations (on site)

RAM BPO is looking for an experienced and proactive Operations Team Leader to support and scale one of our strategic accounts.

Location: Medellín, Colombia (On-site). Salary: Competitive. Hours: Full-time, Monday to Friday.

Key Responsibilities

Operational Management

• Oversee daily operations across Intake, Middle Support, and Customer Support teams
• Ensure productivity, quality standards, SLA compliance, and workflow execution
• Monitor operational performance and proactively identify risks or gaps

Team Leadership

• Lead, coach, and support team members
• Drive accountability, engagement, and performance culture
• Support onboarding and ramp‑up processes for new hires

Performance Management

• Track KPIs including productivity, quality, attendance, turnaround times, and customer satisfaction
• Build and maintain operational reports and perf...