Operations Manager

• Own day-to-day operations and performance for a dedicated client team
• Act as the main operational point of contact for the client's leadership
• Track KPIs and SLAs and turn data into clear reports and dashboards
• Design and manage QA processes, coaching, and performance improvement plans
• Manage scheduling, attendance, and staffing to meet demand
• Identify bottlenecks and implement process improvements as the account scales
• Lead dedicated client teams and own day-to-day delivery
• Serve as the bridge between NeoWork's teams and clients' U.S. leadership
• Be responsible for account performance, quality, and growth

• 4+ years of experience in operations, call center, or team management
• Proven experience leading teams in a performance-driven environment
• Advanced Excel or Google Sheets skills, including pivot tables, formulas, and dashboards
• Excellent spoken and written English
• Confidence presenting to U.S. stakeholders
• Experience with CRM, ticketing, and telephony tools
• Strong ownership mindset and attention to detail
• Based in Colombia
• Reliable home office setup and stable internet connection
• Nice to have: experience in a BPO or outsourcing environment
• Nice to have: experience in healthcare, legal, or sales operations

• Health insurance for contractors
• Holiday Extra Pay
• Work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs
• 100% home-based position
• Mental health days
• Performance-based incentives in addition to base salary
• Annual review and appraisal process
• Opportunities for professional growth and advancement