WorkNomadsis looking for an experienced Operations Manager to build, launch, and scale a brand-new BPO operation for a new client. This role is perfect for someone who thrives in dynamic environments, enjoys creating structure from scratch, and knows how to turn a new partnership into a long-term success.
You’ll take ownership from day one — designing the operational setup, assembling the right team, and ensuring a smooth go-live while setting the foundations for future growth.
Location: Remote (EU-based candidates only)
Dare to have a mission:
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.
The tools in your backpack:
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.
Phone: 45258377
