运营经理
Operations Manager
NeoWork 是一家高端近岸和离岸合作伙伴，为北美客户提供高性能的专属团队并进行管理。我们专注于为快速发展的公司提供运营支持，确保其关键流程——从线索获取到客户交付——都能精准且高效地完成。我们正在寻找一名运营经理，领导我们一位重要法律和医疗合作伙伴的关键线索团队。
作为运营经理（客户交付），你是专属线索团队的主要运营负责人。在我们的近岸模式中，你是在拉丁美洲/菲律宾的 NeoWork 交付团队与美国客户管理层之间的关键桥梁。你负责该账户的整体表现、质量保证和执行。
这是一个高责任性的职位。你每天需要管理实时电话量，在线索文件到达客户之前进行准确性审核，并使用高级 Excel 分析绩效趋势。你需要确保你的团队达到“闪电般的响应速度”（目标：几分钟内），同时保持客户对高端离岸合作伙伴所期望的细致质量标准。
主要职责：
- 客户联络与交付：作为客户管理层的主要联系人。你负责日常的运营关系，确保 NeoWork 的交付完全符合客户的战略目标。
- SLA 与绩效监督：管理高流量的线索工作区。你必须确保 100% 遵守严格的响应目标和快速线索跟进。
- 质量保证与审计框架：设计并管理 QA 系统。你将亲自审查已完成的线索，识别差距并解决错误，确保它们不会到达客户的法律或处理团队。
- 分析报告：你将深入使用 Excel。你将跟踪如电话量、转化率和代理效率等 KPI，将原始数据转化为复杂的仪表盘供客户利益相关者使用。
- 团队与系统管理：监督团队对 CRM 平台、拨号器和 VDI 客户系统的使用。你负责安排、出勤以及对专属团队的持续指导。
- 流程优化：不断“压力测试”现有流程，识别瓶颈，并随着客户账户的增长扩大运营规模。
要求
- 经验：4–7 年以上运营、呼叫中心管理或线索相关经验
查看英文原文
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.
Originally posted on Himalayas