Operations Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Serve as the primary point of contact for the client's leadership and manage the daily operational relationship.

• Ensure that NeoWork's delivery is in alignment with the strategic objectives of the client.

• Oversee a high-volume intake floor, ensuring adherence to responsiveness targets and prompt lead follow-up.

• Develop and manage quality assurance systems.

• Review completed intakes to pinpoint gaps and rectify errors before they reach the client’s legal or processing teams.

• Monitor key performance indicators including call volume, conversion rates, and agent efficiency.

• Convert raw data into dashboards for client stakeholders utilizing Excel.

• Supervise the team’s utilization of CRM platforms, dialers, and VDI client systems.

• Manage scheduling, attendance, and ongoing coaching for the dedicated unit.

• Stress-test workflows, identify bottlenecks, and scale operations in line with client account growth.

• Achieve success metrics including targets for minutes-to-respond, maintaining a file error rate of under 2%, workflow enhancements, and weekly automated performance dashboards.

⛳️ Requirements

• 4–7+ years of experience in Operations, Call Center Management, or Intake Management.

• Demonstrated experience in leading high-performance teams within a high-volume, performance-driven environment.

• Advanced Excel skills are essential, including report generation, use of pivot tables/formulas, and dashboard creation.

• Proficient in CRM and telephony tools.

• Strong skills in stakeholder management.

• Ability to confidently present performance data and strategies to US-based client leadership in English.

• Specific experience in Legal, Healthcare, or Sales-focused intake is a significant advantage.

• A high-ownership operator mentality and meticulous attention to detail are crucial.

• Experience with VDI (Virtual Desktop Infrastructure) and various Dialer/CRM systems is required.

🏝️ Benefits

• Health insurance for contractors.

• Holiday Extra Pay.

• Work hours typically align with standard US business hours, with some potential flexibility based on client needs.

• Fully remote position.

• Mental health days.

• Performance-based incentives in addition to the base salary.

• Annual review and appraisal process.

• Opportunities for professional growth and advancement within the company.