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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing operations and performance for client teams, with a strong focus on KPI tracking, process improvement, and team leadership. Proficient in advanced Excel or Google Sheets for data reporting and analysis, with excellent communication skills for stakeholder engagement.
Highest-signal resume keywords
Operations ManagementTeam LeadershipKPI TrackingAdvanced Excel SkillsClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations ManagementKPI TrackingPerformance ImprovementAdvanced Excel SkillsData ReportingProcess ImprovementScheduling ManagementAttendance ManagementStaffing ManagementTeam Management
Soft Skills
Attention to DetailOwnership MindsetCommunication SkillsCoaching SkillsPresentation Skills
Tools & Technologies
CRM ToolsTicketing ToolsTelephony ToolsGoogle SheetsExcel
Industry Keywords
BPOOutsourcingHealthcare OperationsLegal OperationsSales Operations
About the role
Key responsibilities & impact- Own day-to-day operations and performance for a dedicated client team
- Act as the main operational point of contact for the client's leadership
- Track KPIs and SLAs and turn data into clear reports and dashboards
- Design and manage QA processes, coaching, and performance improvement plans
- Manage scheduling, attendance, and staffing to meet demand
- Identify bottlenecks and implement process improvements as the account scales
- Lead dedicated client teams and own day-to-day delivery
- Serve as the bridge between NeoWork's teams and clients' U.S. leadership
- Be responsible for account performance, quality, and growth
Requirements
What you’ll need- 4+ years of experience in operations, call center, or team management
- Proven experience leading teams in a performance-driven environment
- Advanced Excel or Google Sheets skills, including pivot tables, formulas, and dashboards
- Excellent spoken and written English
- Confidence presenting to U.S. stakeholders
- Experience with CRM, ticketing, and telephony tools
- Strong ownership mindset and attention to detail
- Based in Colombia
- Reliable home office setup and stable internet connection
- Nice to have: experience in a BPO or outsourcing environment
- Nice to have: experience in healthcare, legal, or sales operations
Benefits
Comp & perks- Health insurance for contractors
- Holiday Extra Pay
- Work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs
- 100% home-based position
- Mental health days
- Performance-based incentives in addition to base salary
- Annual review and appraisal process
- Opportunities for professional growth and advancement