at Qualfon

Date Posted: 8/21/2019

Job Description

Job Summary

Main Objectives and Duties

1. Staff Management:

  • Overall wellbeing of people, finance, Operations, administration, Mission Office and Client Care
  • Ensures prompt and professional responses to their operation location correspondence
  • Staff meetings
  • Directs its leadership towards the vision necessary to ensure the success of the business every day
  • One-on-one Counseling Sessions
  • Oversees and ensures Legal compliance of the call center facilities.
  • Ensures Operations goals are met and Client Satisfaction is achieved
  • Identifies Operational efficiencies
  • Ensures Operational KPI’s, SOW and MSA’s are complied
  • Ensures Qualfon Operational standards of Qualfon Global Business Management (QGBM) to meet clients’ needs
  • Ensures his/her direct team members to have the necessary tools to provide quality service and achieve goals
  • Makes recommendations and ensures implementation of new QA processes or procedures based on findings

2. Meets and exceeds Financial results:

  • Revenue and EBIT
  • Participates and explains the financial reports with full knowledge, once a month
  • Ensures daily productivity of the operational programs
  • Controls operating expenses, administrative review and control of cash flow (petty cash), weekly
  • Ensures cost control and expansion investment, as well as compliance with procurement policy according to each project
  • Ensures compliance with the annual audit report, as well as internal controls on a quarterly basis
  • Understands and Maximizes impact on financial  performance of the customer operations department

3. Ensures budgeting results.

  • Ensures company policies and procedures are applied to ensure budget management
  • Responsible for management, elaboration and control of his/her operations budget
  • Controlling operating expenses
  • Monitoring payroll correspondence with authorized budget


  • Oversees goals of staffing are met per:

Client Requirements, Attrition, New Project, Peak seasons

5. Identifies and develops new business opportunities

  • Contributess to presentations for new business opportunities
  • Administration and adherence to all the metrics committed
  • Leads the "Marketing intelligence" of the geos in charge leaning specialty areas
  • Administer and use all communication media per the criteria of corporate marketing, coordinating proactively with brand managers and communication
  • Supports Sales / Client relations team when required

6. Ensures adherence to Company’s strategies and
their administration per geographies.

  • Adheres to all Human Development needs
  • Identifies and monitoring Human Resources indicators
  • Employee Satisfaction and Retention
  • Drives Performance


  • Daily, Weekly and Monthly Operational Reports
  • Accuracy of Reports
  • Strategic alliance with IT department to identify and solve IT needs
  • Promotes Goal driven attitude of staff members
  • Leads and promotes the Mission Office activities and recreational activities
Area of expertise (Skills)
  • Graduate of a Bachelor's  Degree in any field of endeavor or equal experience on the role
  • At least 7 years work experience in Call Center/BPO Operations, with at least 2 to 4 years in high level or directorial capacity
  • Must have experience servicing USA clients from LATAM locations
  • Must speak fluent Spanish and English
  • Experience in managing +1000 call center positions
Other Skills and Experiences (Min)

Six Sigma certified (desirable)


Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

Join the Qualfon Talent Network today and stay up-to-date on our openings as they continue to become available!

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