Shift Manager, Video Monitoring - Full-Time, 100% On-Site in Bogotá + Annual Bonus

WHAT WE OFFER

• Full-time, 100% in-office role in Bogotá. This is not a remote or hybrid position.
• Annual performance reviews with a bonus.
• A career path with technical training: network administration (Cisco, Ubiquiti, Meraki), Windows administration (Active Directory) and TCP/IP.
• A modern office with a large lounge where you can relax.
• A team of ambitious, talented people from different backgrounds and with different styles.
• A culture of continuous learning, where new ideas and creativity are welcome.

YOUR DAY-TO-DAY

• Run your shift’s operation: workforce planning, customer assignment in the Configuration sheet, desk layouts, and full camera coverage during each customer’s service hours.
• Develop your team leaders (TLs) so they can develop agents: a weekly 1:1 with each TL, regular coaching recorded in BambooHR, and active guidance on the floor.
• Own KPIs and SLAs: daily goals (circle checks, voice down, great uploads, Google Reviews), data tracking, shift results published after every shift, and quality and productivity standards.
• Investigate every breach: find the root cause and build improvement plans so it doesn’t happen again.
• Manage schedules, vacations and absences, make sure the attendance SOP is followed, and keep Telepresence at its maximum.
• Work with HR and the Service Manager (SM): headcount forecasting, onboarding, final-stage interviews when needed, and organizing processes within the assigned budget.
• Organize training for your division (customer, protocol, general and skills), plus group meetings, team buildings and customer meetings.
• Keep communication up to date: brief the team before each shift, keep Slack updated in real time, and make sure walk-throughs are done properly.

ABOUT THE ROLE
This is a shift manager or operations supervisor role in a 24/7 remote video monitoring center. It suits someone who already leads supervisors in a demanding setting (control room, contact center/BPO, NOC or dispatch). Leadership development is a big part of the job: you’ll read at least 2 books a month, get your team reading too, and discuss the books in your 1:1s.

WHAT YOU NEED TO APPLY

Must-have:

• 3+ years leading teams in an operational environment, including at least 1–2 years managing team leaders or supervisors, not only frontline staff.
• Experience in 24/7 operations measured by KPIs and SLAs: security or video monitoring, a control room, a contact center/BPO, a NOC or dispatch.
• Hands-on experience with workforce planning, shift scheduling, absence management and keeping full coverage.
• A proven record in process improvement: spotting gaps, finding root causes and putting corrective actions in place that last.
• Strong Google Sheets or Excel skills to track KPIs and report results every day.
• Experience running 1:1s, giving direct feedback, holding performance and disciplinary conversations, and developing future leaders.
• English at C1–C2 (you’ll use it every day with North American customers and international colleagues) and native or fluent Spanish.
• Excellent written and spoken communication, and confidence with customers and senior leadership.
• Sound judgment and quick decisions during real-time incidents.
• Integrity and fairness: you hold everyone to the same standard.
• Comfort with technology and with working across several platforms at once (Slack, Google Workspace, an HR system).
• Availability for morning and day shifts, weekends and holidays, full-time and 100% on-site in Bogotá.
• A real wish to keep learning and to push your team to do the same.

Nice to have:

• Experience in remote video monitoring, alarm monitoring or security operations.
• Experience serving US or Canadian customers.
• Lean, Six Sigma or workforce management training.

WHY IT’S WORTH IT
You’ll lead an international video monitoring operation where your decisions show up in every shift, and you’ll build networking and systems skills to keep growing. It’s an on-site shift manager job in Bogotá with an annual bonus, at a company that invests in its leaders

Nunca envíes tu información personal (DNI, foto,...), datos bancarios ni realices ningún pago para solicitar un empleo