Operations manager

Description

NeoWork is a premium nearshoring and offshoring partner that builds and manages high-performance dedicated teams for North American clients. We specialize in providing the operational backbone for fast-growing companies, ensuring that their critical processes—from lead intake to client delivery—are handled with precision and speed.

We are currently seeking an Operations Manager to lead a mission-critical intake team for one of our key legal and healthcare partners. As an Operations Manager (Client Delivery), you are the primary operational owner for a dedicated intake team. In our nearshoring model, you serve as the vital bridge between NeoWork’s delivery team in Latin America/the Philippines and the client’s leadership in the United States. You are responsible for the overall performance, quality assurance, and execution of the account. This is a high-accountability role.

You will spend your day managing real-time call volumes, auditing intake files for accuracy before they reach the client, and using Advanced Excel to analyze performance trends. You are responsible for ensuring your team hits "lightning-fast" response times (Target: within minutes) while maintaining the meticulous quality standards our clients expect from a premium offshore partner.

Key Responsibilities:

• Client Liaison & Delivery: Act as the main point of contact for the client’s leadership. You own the daily operational relationship and ensure NeoWork’s delivery aligns perfectly with the client's strategic goals.
• SLA & Performance Oversight: Manage a high-volume intake floor. You must ensure 100% compliance with strict responsiveness targets and rapid lead follow-up.
• QA & Audit Framework: Design and manage the QA systems. You will personally review completed intakes to identify gaps and resolve errors before they reach the client’s legal or processing teams.
• Analytical Reporting: You will live in Excel. You’ll track KPIs like call volume, conversion rates, and agent efficiency, transforming raw data into sophisticated dashboards for client stakeholders.
• Team & System Administration: Oversee the team’s use of CRM platforms, dialers, and VDI client systems. You manage the scheduling, attendance, and continuous coaching of your dedicated unit.
• Process Optimization: Constantly "stress-test" the current workflow to identify bottlenecks and scale operations as the client account grows.

Requirements

Experience: 4–7+ years in Operations, Call Center Management, or Intake Management.

Leadership: Proven experience leading high-performance teams in a high-volume, performance-driven environment.

Technical Mastery: Advanced Excel skills are mandatory. You must be able to build reports, use pivot tables/formulas, and create dashboards. Proficiency with CRM and Telephony tools is required.

Client Management: Strong stakeholder management skills; you must be able to confidently present performance data and strategy to US-based client leadership in English.

Background (Preferred): Specific experience in Legal, Healthcare, or Sales-driven intake is a significant advantage.

Mindset: A high-ownership "operator" mentality with meticulous attention to detail. You are someone who catches the errors that everyone else misses.

Tools: Experience working with VDI (Virtual Desktop Infrastructure) and various Dialer/CRM systems.

Success Metrics (KPIs)

• SLA Adherence: Consistently hitting the "minutes-to-respond" target for all inbound leads.
• QA Accuracy: Reducing the error rate of files sent to the client to <2%.
• Funnel Optimization: Identifying and implementing at least two workflow improvements that increase the lead-to-intake conversion rate.
• Reporting: Delivery of a weekly automated performance dashboard that provides the client with clear visibility into team ROI.

Benefits

We offer health insurance for contractors Holiday Extra Pay. The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs. This is a 100% home-based position. We prioritize the mental health of our team members and offer mental health days to support their well-being. In addition to the base salary, performance-based incentives are provided. There is an annual review and appraisal process in place. There are ample opportunities for professional growth and advancement within the company.