Resolv Global
Operations Managerbpo (Barranquilla)
Job Description
Job Title: Operations Manager - Debt Collections Call Center
Location: Barranquilla, Colombia
Department: Operations
Reports To: Country Director / General VP of Operations
Language Requirement: Bilingual (Spanish & English - fluent)
Shift: U.S. business hours
Key Responsibilities
- Lead and manage day-to-day operations of the collections floor, ensuring KPIs, SLAs, and compliance targets are met.
- Collaborate with U.S. based clients and stakeholders to align business goals and reporting expectations.
- Supervise and coach team leaders, supervisors, and agents to maintain performance and morale.
- Monitor dialer strategy, right-party contacts (RPCs), call quality, and agent productivity.
- Ensure compliance with U.S. federal and state collections laws (FDCPA, TCPA) and internal audit requirements.
- Drive continuous process improvement and implement best practices across teams.
- Coor...