Don’t Limit Yourself!

HOPLA.Online is a fully remote outsourcing company that connects work-from-home professionals with fast-growing, innovative companies worldwide. Being limited to available work within your area is now a thing of the past. At HOPLA, remote work goes beyond flexibility — we offer WFH++.

We offer long-term remote careers with growth, support, and stability. When you join HOPLA.Online, you’ll experience flexibility to work from anywhere, career growth opportunities through learning paths and mentorship, stability with full-time roles and guaranteed pay, a supportive culture with regular check-ins, comprehensive benefits like paid leave and insurance, and engaging work on impactful projects with global companies.

About the role

The Operations Manager provides strategic and daily leadership for call center and customer service operations. The role ensures strong performance across KPIs, quality, workforce management, and coaching. It strengthens call discipline, supports team leads, manages escalations, and works closely with the client on process improvements. The focus is on operational excellence, continuous improvement, and delivering high-quality customer interactions.

Your days will be filled with:

• Enhancing business relationships by providing overall project and account support daily
• Client Satisfaction: Maintaining strong client relationships and ensuring alignment between service delivery and client expectations
• Providing operational oversight of staff & teams
• Create, manage & track weekly sprints of the team – assign and allocate work hours of the team to the tasks
• Facilitate communication between internal teams regarding client needs
• Developing clear policies and ensuring policy awareness
• Giving helpful and engaging presentations and explanations of internal processes and best practices
• Participating in solving problems in the implemented process and helping solve them accurately
• Design user-friendly processes, workflows, guidelines, and documentation
• Dual Account Management: Seamlessly managing the day-to-day operations and staff coordination for both accounts
• Operational Efficiency: Ensuring deliverables are met with minimal supervision, while maintaining quality output from the team
• Team Leadership: Acting as the primary point of contact and demonstrating proactive leadership, particularly in high-pressure or time-sensitive situations

Who we are looking for:

• least 3–5 years in a manager or operations manager role.
• Proven experience managing teams of 20+ in a fast-paced, metrics-driven environment.
• Strong background in customer service, inbound/outbound phone sales, and upselling strategies.
• Extensive knowledge of call center KPIs, quality management, coaching frameworks, and workflow optimization.
• Excellent leadership, communication, and conflict-resolution skills.
• Ability to work closely with client stakeholders and translate business goals into operational plans.
• Experience leading during peak seasons and high-pressure operational cycles
• Can work autonomously in a remote setup, with a quiet environment and your own reliable equipment
• Are comfortable using time-tracking tools during work hours

Device Requirements:

• To maintain a highly productive and professional work-from-home setup, successful candidates must have:
• Computer & Equipment
• Primary and backup computer with at least Intel Core i5 or AMD Ryzen 5, and 8GB RAM
• Web camera for meetings and check-ins
• Headset (preferably noise-canceling) for clear communication
• Internet Connection

Primary: Minimum 30 Mbps download / 10 Mbps upload

Backup: At least 10 Mbps download / 5 Mbps upload

We promote the use of backup devices and internet connections to ensure uptime and continuity — essential for serving international clients across time zones.

At HOPLA, we are dedicated to supporting a stable and well-equipped remote work environment that encourages seamless collaboration and consistent performance across our teams.

If you tick all these boxes, then we are excited for you to be part of the fast-growing HOPLA team!

What you will enjoy:

• A stable full-time position with an established and growing company
• The opportunity to collaborate with global clients
• Ongoing career growth support through mentoring and professional development programs