Urrly
Contact Center Manager
Job Description
Join a fast-growing healthcare contact center with clear KPIs, real ownership, and long-term growth.
Role Snapshot
- Role: Contact Center Manager
- Location/Type: Cali, Colombia • Full-time • Onsite
- Pay: 7,500,000 COP/month
- Schedule: 10:00 AM – 7:00 PM Colombia time
- Days Off: 2 rotating days weekly. Weekend availability required.
Lead a high-volume bilingual contact center supporting US healthcare operations. Own team performance, coaching, scheduling, and KPI improvement without layers of slow approvals.
What you’ll do
- Lead 30+ agents and team leads daily
- Improve conversion rates, QA scores, and schedule adherence
- Run coaching sessions, 1:1s, and performance plans
- Monitor queues and staffing in real time
- Build reports using Excel and Google Sheets
- Handle escalations calmly and profes...