Gloov Outsourcing

Role Description Gloov is seeking a highly skilled, bilingual Director of Franchisee Support on behalf of a leading U.S.-based home healthcare franchise network. In this high-level executive support role, you will work directly under the VP of Compliance to guide new franchisees through their launch phase and ensure ongoing operational and financial success. This role requires a proactive leader with a strong financial acumen, exceptional executive communication skills, and the ability to travel periodically to the United States to conduct onsite onboarding and training. Key Responsibilities - Franchisee Onboarding: Act as the primary point of contact for new franchisees, guiding them through the entire setup, compliance, and launch process. - Operational & Financial Support: Assist franchise owners with business planning, financial tracking, KPI management, and operational troubleshooting to ensure profitability. - Compliance Management: Ensure all new and existing franchisees adhere strictly to corporate policies, local regulations, and standardized operating procedures (SOPs). - U.S. Travel: Travel to the United States as required to participate in corporate meetings, conduct onsite training, and assist with hands-on franchise launches. - Process Improvement: Identify bottlenecks in the onboarding process and develop scalable solutions to improve the franchisee experience. Requirements - MANDATORY: Must possess a valid, unexpired U.S. B1/B2 Tourist/Business Visa or a U.S. Passport. (Candidates without a valid visa will not be considered). - Language: Advanced C1/C2 English proficiency (near-native). Must be able to communicate flawlessly with U.S. executives and business owners. - Experience: 5+ years of experience in operations management, franchise support, or a senior leadership role within the BPO industry. - Skills: Strong background in financial modeling, budgeting, and operational compliance. - Location: Remote (Must be based in Latin America and able to work standard U.S. Eastern Standard Time hours). Benefits - Highly competitive compensation: $8,500,000 – $9,150,000 COP per month, commensurate with experience. - 100% remote work structure (when not traveling). - All U.S. travel and accommodation covered directly by the client. - Opportunity to work directly with senior U.S. corporate leadership.

• Emitir facturas de manera precisa y oportuna. • Registrar los pagos recibidos en el sistema. • Hacer un seguimiento riguroso y constante a las cuentas vencidas. • Gestionar cobros de manera profesional y efectiva. • Conciliar cuentas de clientes para asegurar la exactitud de los saldos. • Generar y reportar aging reports (reportes de antigüedad de cartera) a la gerencia.

• Monitorear interacciones de servicio al cliente a través de llamadas, correos electrónicos y chats. • Evaluar el desempeño de los agentes utilizando matrices de calidad establecidas. • Medir y dar seguimiento a indicadores clave como la satisfacción del cliente (CSAT) y el cumplimiento de procesos.

• Buscar y prospectar activamente nuevos clientes potenciales. • Realizar llamadas en frío (cold calling) para generar oportunidades comerciales. • Presentar de manera efectiva y atractiva los productos o servicios de la empresa. • Liderar la negociación de contratos y cerrar ventas de forma exitosa. • Hacer un seguimiento postventa constante para fidelizar y asegurar la satisfacción del cliente.

• Brindar apoyo administrativo y operativo a un cliente estadounidense. • Garantizar organización, claridad y eficiencia en la gestión diaria mediante la coordinación de agendas. • Manejo de llamadas, seguimiento a empleados y comunicación profesional. • Actuar como apoyo directo y de confianza, asegurando que las prioridades del cliente se gestionen de manera ordenada, oportuna y efectiva.