Operations Manager

6 days, 18 hours 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 point of contact for client leadership and align delivery with account goals.
  • Manage day-to-day intake operations, including high call volumes and rapid lead follow-up.
  • Oversee SLA compliance and ensure responsiveness targets are consistently met.
  • Design, manage, and improve QA processes, including auditing completed intake files before client delivery.
  • Analyze operational performance in Excel and build dashboards for client stakeholders.
  • Track KPIs such as call volume, conversion rates, and agent efficiency.
  • Administer team workflows across CRM platforms, dialers, and VDI client systems.
  • Manage scheduling, attendance, and ongoing coaching for the dedicated team.
  • Identify bottlenecks and optimize workflows as the account scales.

Requirements

  • 4–7+ years of experience in Operations, Call Center Management, or Intake Management.
  • Proven experience leading high-performance teams in a high-volume, performance-driven environment.
  • Advanced Excel skills, including building reports, using pivot tables and formulas, and creating dashboards.
  • Proficiency with CRM and telephony tools.
  • Strong stakeholder management skills with the ability to present performance data and strategy to US-based client leadership in English.
  • Experience with VDI (Virtual Desktop Infrastructure) and various dialer/CRM systems.
  • Background in legal, healthcare, or sales-driven intake is a significant advantage.
  • High-ownership operator mentality with meticulous attention to detail.
  • Ability to consistently meet minutes-to-respond SLA targets and maintain less than 2% file error rates.
  • Experience delivering automated weekly performance dashboards and identifying workflow improvements.

Benefits

  • Health insurance for contractors.
  • Holiday extra pay.
  • 100% home-based work.
  • Work hours generally aligned with standard US business hours, with some flexibility depending on client needs.
  • Mental health days to support employee well-being.
  • Performance-based incentives.
  • Annual review and appraisal process.
  • Opportunities for professional growth and advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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