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.

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.

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.

Operations Manager

Key skills