Job Type: ONSITE ONLY

Job timings: 9 PM – 5:30 AM (night shift)

Location: Islamabad E11

Joining: Urgent

Position: Operations Manager

Role Summary:

This role is critical in ensuring operational success, proactive communication. The Operations Manager acts as the main point of contact for team performance, compliance and task management, driving team motivation and quality service delivery while maintaining rigorous quality control standards.

Key Responsibilities:

Oversee daily operations of the VA team, including task assignment, workflow monitoring, and ensuring timely completion of client projects.

Conduct performance evaluations and provide coaching, mentorship, and professional development opportunities to VAs.

Develop and implement standard operating procedures (SOPs) to optimize processes and maintain service quality.

Handle escalated client inquiries and resolve issues promptly to maintain client satisfaction and retention.

Coordinate with clients to understand their specific needs and preferences and tailor VA services accordingly.

Maintain accurate records of team performance, client interactions, timesheets, and scheduling.

Lead team meetings and foster a positive, collaborative remote work environment.

Track and report on team productivity and goal achievement, assisting in strategic planning and resource allocation.

Ensure compliance with company policies, data privacy, and security standards.

Utilize project management and communication tools to streamline operations and enhance team collaboration.

Qualifications:

Minimum Bachelor’s degree preferably in Management, Social Sciences

Proven experience managing remote teams, preferably in a BPO or in SaaS environment

Minimum of 05 years of working experience

Preferred Skills:

Strong leadership, organizational, and multitasking abilities.

Excellent communication skills, both written and verbal.

Ability to develop SOPs and implement process improvements.

Experience in conflict resolution and client relationship management.

Analytical and strategic thinking to drive continuous improvement.

High integrity and discretion in handling sensitive information.