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A global employer for international remote talents, offering flexible coliving in our WN LAB Hotel in Sofia.
Operations Manager – BPO, New Client Launch
Location
Europe
Posted
68 days ago
Salary
0
Seniority
Senior
Job Description
Operations Manager – BPO, New Client Launch
WorkNomads
• Lead the end-to-end setup of a new BPO team for a newly onboarded client, from planning to go-live. • Define operational requirements together with internal stakeholders and the client (headcount, skills, KPIs, SLAs, workflows). • Partner with the Recruitment team to hire, onboard, and ramp up agents and Team Leads according to project timelines. • Design and implement processes, playbooks, and quality standards to ensure consistent and scalable service delivery. • Own the initial stabilization phase post-launch, identifying risks early and driving fast, effective solutions. • Set performance targets, monitor KPIs, and introduce reporting structures from day one. • Act as the main operational point of contact for the client, building trust and long-term partnership. • Manage escalations and ensure service levels are met while the operation scales. • Continuously optimize workflows, staffing models, and performance as the team grows. • Build a strong team culture focused on accountability, engagement, and continuous improvement.
Job Requirements
- Fluency in English is mandatory; additional EU languages are a strong plus.
- 5+ years of experience in BPO or contact center operations, with proven exposure to launching new teams or client programs.
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- Demonstrated experience in project-based operational setups, transitions, or start-up operations.
- Strong people leadership skills with the ability to motivate teams in fast-changing environments.
- Solid understanding of KPIs, SLAs, quality frameworks, and workforce planning.
- Excellent stakeholder management and client communication skills.
- Data-driven mindset with the ability to translate insights into action.
- Comfortable working remotely and coordinating across multiple functions.
Benefits
- The chance to build something from scratch and leave a lasting impact on a new client partnership.
- A role with real ownership and decision-making power.
- A remote-first, international environment built on trust and autonomy.
- Personalized career development and growth opportunities.
- Competitive salary and benefits package.
- Access to WorkNomads’ global community, co-working spaces, and events.
- A diverse, inclusive workplace where individuality is celebrated.
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