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 professionally
- Create SOPs and client-facing updates in English
Must-haves
- Bilingual English/Spanish, B2+ minimum
- 5+ years managing contact center teams
- Experience managing KPIs and agent performance
- Strong Excel or Google Sheets reporting skills
- Comfortable with US-based stakeholders
- Available for background check
Nice to have
- Outbound sales or appointment-setting experience
- US healthcare experience: Medicare or Medicaid
- Experience using Five9 or similar dialers
- Familiarity with QA scorecards and calibrations
Perks & pay
- Pay: 7,500,000 COP/month
- Performance-based salary increase after 6 months
- All Colombian benefits included
- Stable full-time onsite schedule
- High-impact leadership role with growth opportunity
Schedule & setup
- Onsite role in Cali, Colombia
- 10:00 AM – 7:00 PM Colombia time
- Rotating days off each week
- Weekend availability required when needed
Impact & Growth
Your work directly improves team output, customer experience, and operational stability. You’ll help scale a growing healthcare contact center with measurable results from day one.
You like pace, accountability, and direct feedback. You solve problems fast and lead from the front.
At Urrly, fairness matters. We use AI to review every application against the same clear requirements for the role. This means every candidate is evaluated on job-related factors like skills, certifications, and experience—not on personal attributes such as gender, race, age, or background. Our goal is to create a more objective, consistent, and equal opportunity hiring process for all applicants.
Apply Today to lead a growing bilingual healthcare contact center with real ownership and career growth.