The Back-Office Operations Manager is responsible for supervising daily back-office operations and staff to achieve maximum efficiency and cost-effectiveness. This role ensures that technology is used effectively and that personnel are well-organized and productive. An excellent candidate is organized, reliable, results-driven, and has a practical mind for problem-solving paired with strategic thinking. Strong communication and customer service skills are essential.
Essential Duties and Responsibilities
· Develop objectives for the back office’s daily operations
· Supervise and ensure optimal performance of day-to-day activities
· Conduct effective resource planning to maximize productivity of personnel and technology
· Collect and analyze operational statistics
· Hire, coach, and train personnel to uphold high operational standards
· Evaluate performance using KPI systems
· Prepare reports for various departments and upper management
Requirements and Qualifications
· Must be bilingual speaker (able to speak in English or Spanish)
- Proven experience as a manager in BPO, Call Center, Operations,
or Logistics settings
· Customer service experience is required
· Strong knowledge of performance evaluation and KPI systems
· Solid understanding of reporting procedures
· Proficiency in MS Word and Excel; familiarity with data tools (e.g., Power BI, Tableau) is a plus
· Outstanding communication and interpersonal skills
· Excellent organizational and leadership skills with strong problem-solving abilities
· Positive and patient demeanor
· High school diploma or equivalent required; higher education or equivalent professional experience in a relevant discipline preferred
· Experience working with or supporting USA clients is a plus
Equal Opportunity Statement
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.