Dedicated bilingual teams in Colombia operate through two structured service models with different management responsibilities.
Both are structured Optimus service relationships. Managed Pods add operational management and quality oversight; Transition Pods keep those responsibilities with the client.
For organizations that need Optimus to build and manage dedicated operating capacity.
For established operations where the client retains daily management and Optimus assumes the agreed Colombian employment layer.
Healthcare and logistics are distinct operating contexts. Scope, systems, KPIs, training, and escalation rules are defined for the delegated workflow rather than copied from a generic template.
Non-clinical patient support, administrative coordination, records requests, data entry, and reporting.
Review healthcare workflowsTrack and trace, proof-of-delivery work, billing preparation, freight audits, exceptions, and customer support.
Review logistics workflowsThe operating plan documents who owns each decision. Client integration does not transfer Optimus personnel into the client’s legal employment structure.
What the standard monthly agent price may include.
May include: recruitment, employment costs, Colombian employer obligations, payroll and personnel administration, shared oversight, standard quality assurance, weekly and monthly reporting, standard remote requirements, replacement hiring, and ongoing operational management.
Not included by default: client-specific telephony or software, overtime, extended hours, weekend or holiday coverage, non-standard equipment, office delivery, dedicated leads or QA analysts, and material additions to scope.
Employment cost, a per-employee Transition Pod fee, and clearly separated infrastructure.
Transition Pod fee: Starting at US$299 per employee per month. Volume discounts may apply for larger teams. The fee is separate from Colombian employment costs and is not calculated as a salary percentage.
Optional infrastructure: New equipment is quoted and billed as a separate one-time purchase, never a hardware subscription or rental. Office services, connectivity, software, and other add-ons are priced separately according to their scope.
How workflow, security, equipment, and supervision shape delivery.
Remote: available for pods of any size. The standard model may use qualified employee-owned computers, headsets, internet allowances, backup-connectivity requirements, attendance monitoring, private workspaces, and remote-work security requirements.
Office-based delivery: available after contract signature in Barranquilla for engagements of at least five agents with an initial three-month commitment. Office-based services are priced separately from remote delivery, with final terms defined in the client proposal.
Standard schedules, extended coverage, software, and equipment.
Standard coverage: Eastern, Central, and Pacific time.
Assessed separately: extended hours, weekends, holidays, overnight, and twenty-four-hour coverage. Client software, telephony, access, specialized equipment, and any company-owned computers are documented in the proposal.
Billing, termination, replacement, and non-standard coverage.
Engagements are billed in USD month to month, with no deposit required. Either party may terminate with thirty days’ written notice, and agent replacement is included in the monthly service price.
Overtime, weekend, holiday, and extended-hours pricing is determined after the initial consultation.
Managed Pods can include supervision, QA, coaching, scorecards, and reporting. Transition Pods instead receive light account oversight; the client retains operational performance and QA.
QA sampling or review, the main improvement area, team and individual scorecards, attendance, productivity, applicable service levels, coaching or feedback, a brief report, and material escalations.
Expanded team and individual performance, attendance, productivity, applicable service levels, root-cause observations, completed and required actions, risks, escalations, and an improvement plan.
The improvement plan follows Define, Measure, Analyze, Improve, and Control so findings move into owned actions and continued review.
We will assess scope, ownership, systems, staffing, delivery, and oversight before preparing a proposal.