Job Description
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...