Operations Manager (Remote Teams & Data‑Driven)

About the role

We are looking for an Operations Manager who thrives on data, technology and people development. You will lead a distributed team of online agents, ensuring high performance through hiring, training, coaching and, when necessary, letting go of under‑performers.

Key responsibilities

• Recruit, onboard and, when required, terminate agents to maintain a high‑performing workforce.
• Oversee day‑to‑day operations, driving efficiency and meeting service targets.
• Develop, train, coach and evaluate remote agents, fostering continuous improvement.
• Handle escalations and resolve internal and external issues promptly.
• Promote top performers, demote or exit low performers based on measurable criteria.
• Collaborate with cross‑functional teams to refine systems, processes and workflows.
• Leverage data dashboards to identify gaps, make decisions and implement improvements.

Required profile

• Minimum 3 years of experience as an Operations Manager or in a comparable role.
• Proven track record of managing remote or online agent teams.
• Strong data mindset with the ability to interpret numbers and act on insights.
• Excellent written and spoken English communication skills.
• Ownership mentality and high‑level interpersonal abilities.

Required skills

• Experience with CRM systems.
• Proficiency in using dashboard and reporting tools.
• Familiarity with automation platforms and workflow tools.

What we offer

• Work with talented, multicultural colleagues in a fast‑paced environment.
• Performance‑based rewards rather than time‑based compensation.
• Rapid career growth for high‑performing individuals.