José Muñoz

Senior Operations Leader with 11+ years of experience in the BPO and telecommunications industry, managing up to 750+ headcount across sales, retention, and customer service accounts. Proven track record in revenue growth, KPI optimization, workforce management, and executive client engagement. Strong background in scaling operations, improving performance metrics, and driving sustainable business results. Bilingual in English and Spanish.

Senior Operation Manager - Contact Point 360 - Bogota

(2021-10 - 2023-05)

• Led multi-line operations managing over 100+ FTE across sales and service programs.
• Drove KPI performance including conversion rate, CSAT, AHT, and retention metrics.
• Implemented strategic initiatives to optimize productivity and operational efficiency.
• Directed executive-level client meetings including MBRs, WBRs, and QBRs.
• Managed workforce planning, attrition control, and revenue forecasting.
• Strengthened cross-site collaboration with international teams (Philippines & India).

Head Of programm Columbia Sport Wear - 24.7ai - Medellín

(2023-05 - 2024-09)

Sales Manager include hiring, training, and providing professional development for their teams and setting weekly, monthly, or quarterly goals based on the team's performance to date. Also generate reports tracking how well each individual achieves these seasonal targets. Evaluate all aspects that generate new business while maintaining client relationships.

Account Manager - Taskus - Cali

(2021-10 - 2023-05)

• Led implementation of 3 fintech accounts from launch to stabilization.
• Partnered with Training, Quality, and WFM to improve operational structure and scalability.
• Managed financial projections, billing reconciliation, and performance reporting.
• Oversaw client communications and strategic alignment.
• Supported multi-account service delivery with focus on performance improvement.

Operation Sales Manager - 24.7ai - Bucaramanga

(2020-09 - 2021-10)

• Managed 150+ headcount in AT&T and DirecTV mobility sales operations.
• Designed and executed strategic sales plans to increase revenue performance.
• Developed coaching frameworks to improve conversion and leadership capability.
• Monitored sales KPIs and implemented action plans to drive target achievement.

Sales Assistant Operations Manager - 24.7ai - Pereira

(2016-06 - 2020-10)

• Managed 120+ headcount across sales and service accounts.
• Delivered revenue forecasts and performance reports to executive leadership and client stakeholders.
• Increased sales growth through structured coaching and performance management.

Business Consultant - Independent

(2024-01)

Provide consulting services focused on leadership development, operational optimization, and performance strategy for BPOs and growing SMEs.

• Design KPI dashboards and workflow improvements to increase productivity and team alignment.
• Advise business owners on sales strategy, team structure, and growth execution.
• Deliver coaching programs focused on leadership effectiveness and accountability systems.

Team Leader | Trainer | Sales Agent - 24.7ai

English Teacher - Remigio Antonio Canarte

Bilingualism with emphasis in English Language - English Language - Universidad Tecnologica De Pereira (2006-07 - 2018-12)

Bachiller Academico - Bernardo Arias Trujillo (2000 - 2005-12)

Diplomate Leadership and Direction Managment - Leadership and Management - Universidad Tecnologica de Pereira (2019-09 - 2019-12)