Remote Operations Manager, Client Delivery & QA

NeoWork; Colombia; A distancia; COP 279.520.000 - 403.752.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance for contractors

Holiday pay

Remote work – 100% home-based position

Mental health days

Performance-based incentives

Annual review and appraisal process

Career growth opportunities

Descripción de la vacante

NeoWork seeks an Operations Manager (Client Delivery) to lead a mission-critical intake team supporting US-based partners. You will own the operational relationship, ensure delivery aligns with strategic goals, and drive high-volume performance with exacting quality standards.

You will manage real-time call volume, audit intake files, and develop Excel-based dashboards to reveal performance trends. This role requires strong English communication with US clients and a proactive, owner-minded

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Advanced Excel

Pivot tables

Dashboards

CRM proficiency

Stakeholder management

English communication

Herramientas

CRM systems

Dialer systems

VDI

Descripción del empleo

NeoWork seeks an Operations Manager (Client Delivery) to lead a mission-critical intake team supporting US-based partners. You will own the operational relationship, ensure delivery aligns with strategic goals, and drive high-volume performance with exacting quality standards.

You will manage real-time call volume, audit intake files, and develop Excel-based dashboards to reveal performance trends. This role requires strong English communication with US clients and a proactive, owner-minded