Operations Manager

2 weeks, 4 days ago
Full-time
Senior
Operations
NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017

Description

  • Serve as the primary operational liaison between NeoWork delivery teams and U.S.-based client leadership.
  • Manage high-volume intake operations and ensure compliance with responsiveness and lead follow-up SLAs.
  • Design and manage quality assurance processes, including auditing completed intake files and resolving errors.
  • Track call volume, conversion rates, agent efficiency, and other KPIs using Excel dashboards and reports.
  • Oversee CRM, dialer, and VDI system usage, as well as scheduling, attendance, and team coaching.
  • Identify workflow bottlenecks and implement process improvements as the account scales.
  • Deliver weekly performance dashboards and communicate operational performance and strategy to client stakeholders.
  • Drive outcomes including response targets, less than 2% file errors, and improved lead-to-intake conversion.

Requirements

  • 4–7+ years of experience in operations, call center management, or intake management.
  • Experience leading high-performance teams in high-volume, performance-driven environments.
  • Advanced Excel skills, including pivot tables, formulas, reporting, and dashboard creation.
  • Proficiency with CRM, telephony, dialer, and VDI systems.
  • Strong stakeholder management and English communication skills for presenting data to U.S.-based client leadership.
  • Experience in legal, healthcare, or sales-driven intake is preferred.
  • High-ownership operating style with meticulous attention to detail.
  • Ability to analyze performance trends and translate data into operational improvements.

Benefits

  • Health insurance for contractors.
  • Holiday extra pay.
  • 100% home-based position aligned generally with U.S. business hours.
  • Mental health days and focus on employee well-being.
  • Performance-based incentives in addition to base salary.
  • Annual review and appraisal process.
  • Professional growth and advancement opportunities.

Interested in this position?

Apply directly on the company website

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