About this role
NeoWork is hiring Operations Managers to lead dedicated client teams and own day-to-day delivery. You will be the bridge between NeoWork's teams and our clients' U.S. leadership, responsible for performance, quality, and growth of the account.
NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.
Key Responsibilities
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Own day-to-day operations and performance for a dedicated client team
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Act as the main operational point of contact for the client's leadership
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Track KPIs and SLAs and turn data into clear reports and dashboards
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Design and manage QA processes, coaching, and performance improvement plans
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Manage scheduling, attendance, and staffing to meet demand
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Identify bottlenecks and implement process improvements as the account scales
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Requirements
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4+ years of experience in operations, call center, or team management
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Proven experience leading teams in a performance-driven environment
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Advanced Excel or Google Sheets skills (pivot tables, formulas, dashboards)
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Excellent spoken and written English, confident presenting to U.S. stakeholders
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Experience with CRM, ticketing, and telephony tools
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Strong ownership mindset and attention to detail
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Based in Mexico, with a reliable home office setup and stable internet connection
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Nice to Have
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Experience in a BPO or outsourcing environment
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Experience in healthcare, legal, or sales operations
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Benefits
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We offer health insurance for contractors
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Holiday Extra Pay
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The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
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This is a 100% home-based position
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We prioritize the mental health of our team members and offer mental health days to support their well-being.
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In addition to the base salary, performance-based incentives are provided.
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There is an annual review and appraisal process in place.
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There are ample opportunities for professional growth and advancement within the company.