Operations Manager

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

📋 Description

• Oversee daily operations and performance for a dedicated client team.

• Serve as the primary operational liaison for the client's leadership.

• Monitor KPIs and SLAs, transforming data into concise reports and dashboards.

• Develop and manage QA processes, coaching initiatives, and performance enhancement plans.

• Handle scheduling, attendance, and staffing to effectively meet demand.

• Identify process bottlenecks and implement improvements as the account grows.

• Lead dedicated client teams and manage daily service delivery.

• Act as a connector between NeoWork's teams and the U.S. leadership of clients.

• Take responsibility for account performance, quality, and growth.

⛳️ Requirements

• At least 4 years of experience in operations, call center, or team management.

• Demonstrated success in leading teams within a performance-focused environment.

• Proficient in Excel or Google Sheets, including pivot tables, formulas, and dashboards.

• Exceptional spoken and written English skills.

• Comfortable presenting to stakeholders in the U.S.

• Familiarity with CRM, ticketing, and telephony systems.

• Strong sense of ownership and meticulous attention to detail.

• Residing in Colombia.

• A dependable home office setup and stable internet connection.

• Preferred: experience in a BPO or outsourcing setting.

• Preferred: background in healthcare, legal, or sales operations.

🏝️ Benefits

• Health insurance for contractors.

• Holiday Extra Pay.

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

• Fully remote position.

• Mental health days offered.

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

• Annual review and appraisal process.

• Opportunities for professional development and career advancement.