About Get2Work. Get2Work builds and runs offshore teams for operators, not a marketplace and not a call center. You are hired by us, trained in our academy, and placed on a dedicated client account with real management, QA and a path to grow. We are the employer of record, so you get a real job, real benefits and a real floor.
Job Specifications
Department: Operations and Management
Employment type: Full-time
Work setup: On-site at a Get2Work hub (Manila, Cebu or Yerevan)
Experience level: Senior to lead
Employer: Get2Work (we are your employer of record)
Job Summary: Owns the performance of the Get2Work floor across accounts, from service delivery to people and client outcomes.
Key Responsibilities:
- Own client SLAs, KPIs and P and L across a portfolio of accounts
- Lead Operations Managers, WFM and QA
- Drive continuous improvement and client reviews
- Own escalations, risk and delivery
Working with AI: Get2Work runs its own floor on AI for forecasting, quality and monitoring. Our operations leaders run those systems and own the numbers.
- Use AI forecasting and real-time analytics to hold coverage and adherence
- Use AI quality scoring to review every interaction, not a sample
- Use AI dashboards and anomaly alerts to act before a KPI slips
- Run the floor on AI forecasting, quality scoring and monitoring
- Use AI dashboards to catch and fix a KPI before it slips
Competencies:
- Leadership and accountability
- Data-led decision making
- Calm under operational pressure
- Clear communication up and down
- Ownership of client outcomes and KPIs
Skills:
- Understanding of BPO and contact center operations
- Comfort with workforce and quality systems
- Reporting and analysis
- People and performance management
Tools you will use: Our operations, WFM, QA and BI stack
Education: Bachelor degree in a related field, or equivalent proven experience.
Work Experience: Seven to ten years, including leading a pod or owning end to end delivery.
Key Performance Indicators:
- Client SLAs and KPIs
- Occupancy, adherence and shrinkage
- Quality (QA) scores
- Attrition and engagement