Location: Dominican Republic
Work Arrangement: Work from home, with occasional travel to client or operational sites as needed
Language Requirement: Strong written and verbal communication skills in both Korean and English
Position Summary
The Operations Manager will coordinate day-to-day client communication and support the effective delivery of Shared Services, Back-office, and Contact Center operations. This role will work closely with the client, operations team, and relevant support functions to monitor performance, resolve issues, and ensure timely completion of agreed action items.
We are looking for a hands-on, proactive operations professional who can independently manage day-to-day operational matters, coordinate across teams, and escalate significant issues when necessary.
Key Responsibilities
- Manage day-to-day client communication and serve as a key liaison between the client, operations team, and support functions.
- Coordinate activities across Shared Services, Back-office, and Contact Center operations.
- Track client requests, operational issues, decisions, and action items, ensuring timely follow-up and accurate documentation.
- Monitor KPIs, service levels, productivity, quality, staffing, and other operational data; identify performance gaps and coordinate corrective actions.
- Support issue resolution and escalate significant risks or concerns as needed.
- Prepare operational reports, meeting materials, and business-review presentations; lead or support client meetings and operational reviews.
- Coordinate with Workforce Management, Quality, Training, HR, Finance, IT, and other support teams to meet performance targets and client expectations.
- Ensure adherence to operational procedures, client requirements, and agreed processes.
- Support the implementation and stabilization of new processes, programs, technologies, and operational initiatives.
- Identify opportunities to improve service quality, productivity, communication, and operational efficiency.
- Travel to client or operational sites for meetings, reviews, or project support as required.
Requirements
- Bachelor’s degree from an accredited university.
- Approximately 5–8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support.
- At least 2 years of experience in a supervisory, team-lead, project-management, or managerial role.
- Korean-English bilingual proficiency, with strong written and verbal communication skills.
- Experience communicating directly with clients and leading business meetings.
- Working knowledge of operational KPIs, service-level agreements, productivity, quality, and performance reporting.
- Ability to analyze operational data, identify issues, and coordinate practical solutions.
- Strong organizational, coordination, and problem-solving skills, with attention to detail.
- Proficiency in Microsoft Excel and PowerPoint.
- Ability to manage multiple priorities and work independently in a remote environment.
- Reliable internet connection and a suitable home-office environment.
- Availability to travel as business needs require.
- A responsible, adaptable, proactive approach and willingness to learn new areas of work.
Benefits
Work for a US company!
• Competitive Compensation package.
• All additional benefits by Dominican Law (13th Salary, PTO, etc.)
• Complementary Health Insurance.