Training and Workforce Manager, O2C Hub Bogotá

About the role

This role is a cornerstone of the Bogotá O2C Hub, responsible for delivering world-class training, managing workforce operations and ensuring vendor excellence. It drives the performance of customer service, order management, credit and collections, cash application and master data representatives, with a focus on the Vaccines business. The person acts as a liaison between the Hub, market stakeholders and senior leaders, with heightened responsibility during respiratory seasons.

Key responsibilities

• Deliver new hire onboarding and ongoing training, including simulations, role plays, soft skills coaching and system training (Salesforce, iShift, HighRadius)
• Act as escalation point for agent development and complex customer conflicts, and validate mandatory compliance training
• Prepare for, support and debrief after respiratory seasons, and train agents on vaccines workflows and trade dynamics
• Develop and maintain training materials, adapt them to different learning styles and keep them up to date
• Monitor daily KPIs and SLAs, give daily feedback to trainees and design targeted training solutions
• Manage the relationship with the staffing vendor Adecco, including recruiting coordination, onboarding, quality monitoring, shift scheduling and attendance tracking
• Forecast staffing needs by season and participate in governance meetings with the vendor

Required profile

• Bachelor's degree (Business Administration, Education, Communications or related field)
• Desired experience in Order to Cash processes, training delivery and vendor/staffing coordination
• Advanced Spanish and English required; Portuguese a strong plus
• Willingness to work 40 hours per week across different shifts

Required skills

• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Hands-on experience with Salesforce, iShift and HighRadius (or equivalent)
• Experience with CRM/LMS systems preferred

What we offer

• Private medical care, life and health insurance, and gender-neutral paid parental leave
• Career growth through promotion or lateral moves, at home or internationally