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Operations Manager at NeoWork. 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.. 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.. Company Location: Colombia.