WorkNomads

Operations Manager – BPO, New Client Launch

WorkNomads

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇺 Anywhere in Europe

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Job Level

Mid-LevelSenior

About the role

  • 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.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
BPO operationscontact center operationsproject managementworkforce planningKPI monitoringSLA managementquality frameworksprocess designdata analysisperformance optimization
Soft skills
people leadershipteam motivationstakeholder managementclient communicationproblem-solvingrisk managementaccountabilityengagementcontinuous improvementadaptability
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Management