Operations Manager – BPO (New Client Launch)
WorkNomads is looking for an reputed company 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:
- reputed company 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, reputed company, and reputed company 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 reputed company 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 reputed company improvement.
- reputed company 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 reputed company 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 reputed company with the ability to translate insights into action.
- Comfortable working remotely and coordinating across multiple functions.
- 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.