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
Employer: Get2Work (we are your employer of record)

Job Summary: Runs the day-to-day floor for one or more accounts and owns the numbers.

Key Responsibilities:

• Own delivery, adherence and quality for the account
• Lead Pod Leads and Associate Managers
• Run daily and weekly business reviews
• Own client communication on performance

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
• Use AI real-time analytics to protect service level
• Use AI quality data to coach the floor

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 and QA tools

Education: Bachelor degree in a related technical field, or equivalent proven experience.

Work Experience: Five to eight years building and shipping in production environments.

Key Performance Indicators:

• Client SLAs and KPIs
• Occupancy, adherence and shrinkage
• Quality (QA) scores
• Attrition and engagement