BPO Operations Manager

2 hours, 2 minutes ago
Full-time
Senior
Project and Program Management
WorkNomads

WorkNomads

WorkNomads is a global employer for digital nomads, offering remote jobs, co-living spaces, knowledge sharing, and networking opportunities. They provide services in software engineering, marketing, design, and business development, hiring talents as e...

Internet Software & Services
51-250
Founded 2021

Description

  • Lead the end-to-end setup of a new BPO team from planning through go-live.
  • Define operational requirements with internal stakeholders and the client, including headcount, skills, KPIs, SLAs, and workflows.
  • Partner with Recruitment to hire, onboard, and ramp up agents and Team Leads on schedule.
  • Design and implement processes, playbooks, and quality standards for scalable service delivery.
  • Own the post-launch stabilization phase by identifying risks and driving rapid solutions.
  • Set performance targets, monitor KPIs, and establish reporting structures from day one.
  • Act as the main operational point of contact for the client and build a long-term partnership.
  • Manage escalations and ensure service levels are met as the operation scales.
  • Continuously optimize workflows, staffing models, and performance as the team grows.
  • Build a team culture centered on accountability, engagement, and continuous improvement.

Requirements

  • Fluency in English is mandatory; additional EU languages are a strong plus.
  • 5+ years of experience in BPO or contact center operations.
  • Proven experience launching new teams or client programs.
  • Strong expertise in business process mapping and digital transformation in customer experience.
  • Bachelor’s degree in Business, Management, or a related field, or equivalent experience.
  • Demonstrated experience in project-based operational setups, transitions, or start-up operations.
  • Strong people leadership skills in fast-changing environments.
  • Solid understanding of KPIs, SLAs, quality frameworks, and workforce planning.
  • Excellent stakeholder management and client communication skills.
  • Data-driven mindset with the ability to turn insights into action.
  • Comfortable working remotely and coordinating across multiple functions.

Benefits

  • Flexible work setup with fully remote work from anywhere in the EU on a freelance/B2B contract, or a Sofia, Bulgaria office option with a local employment contract and social welfare package.
  • Coverage for internet and phone bills up to 50 EUR gross.
  • Paid time off and competitive remuneration.
  • Personalized career development and learning opportunities.
  • International, dynamic, remote-first workplace.
  • Team get-togethers and networking events.
  • Discounted accommodation options at WN LAB Hotel in Bulgaria, including no deposit and single apartments starting from 660 EUR/month with utilities and cleaning included.

Interested in this position?

Apply directly on the company website

Apply Now

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