Head of the Operations Department

We are seeking a motivated and results-oriented Head of the Operations Department to lead and support our USA client’s team, ensuring the ongoing achievement of productivity, quality, and efficiency goals.

Responsibilities:

• Manage, train, and motivate team members.
• Daily monitoring of performance, statistics, and KPIs (as well as development).
• Checking the quality and compliance of recorded and ongoing calls for subordinates.
• Providing constructive feedback and coaching on performance issues.
• Preparing regular performance reports and identifying areas for improvement.
• Developing action plans to improve efficiency and results.
• Ensuring team members adhere to company policies and procedures.

Requirements:

• Experience managing or leading a team of 15-20 people (directly reporting).
• Strong leadership, organizational, and analytical skills.
• Experience building and tracking KPIs and evaluating employee performance.
• Experience listening to employee calls.
• Experience with accounts receivable collection.
• Excellent communication and mentoring skills.
• Fluent English, both written and spoken.
• Experience communicating and managing a team in English.
• Ability to work independently, problem-solve, and meet deadlines.
• Confident use of reporting tools, call monitoring, and performance tracking.

Terms:

• Global Remote: 100% remote work from anywhere in the world.
• Schedule: Mon-Fri, 9:00 AM to 6:00 PM EST USA (including a one-hour lunch break). Weekends according to US federal holidays.
• Status: Work for a leading US IT company.
• Growth: Opportunities for professional development in an international environment and career advancement.
• Starting: One-month probationary period.