Operations Manager

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

📋 Description

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

• Serve as the primary operational liaison for client leadership.

• Monitor KPIs and SLAs, converting data into comprehensive reports and dashboards.

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

• Handle scheduling, attendance, and staffing to meet operational demands.

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

• Lead dedicated client teams, ensuring effective day-to-day delivery.

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

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

⛳️ Requirements

• A minimum of 4 years of experience in operations, call center, or team management.

• Demonstrated experience leading teams in a performance-oriented environment.

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

• Exceptional verbal and written English communication skills.

• Comfortable presenting to U.S. stakeholders.

• Familiarity with CRM, ticketing, and telephony tools.

• Strong ownership mentality and meticulous attention to detail.

• Must be based in Mexico.

• A reliable home office setup and stable internet connection are required.

• Experience in a BPO or outsourcing environment is preferable but not mandatory.

• Background in healthcare, legal, or sales operations is a plus.

🏝️ Benefits

• Health insurance coverage 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 advancement.