Call Center Operations Manager / Startup Operations Lead”

Task Layup is a growing outsourcing and call-center company supporting businesses in the United States and United Kingdom. We are currently building the operational foundation of the company and are looking for an experienced, hands-on professional who can help us create organized, scalable systems.

This is not a traditional call-center agent position. We need someone who understands call-center operations and can help establish the processes, documentation, training, quality standards, and management systems required to grow a professional remote team.

Position Overview:
We are looking for a **Call Center Operations Manager / Startup Operations Lead** who can help build Task Layup’s operational infrastructure from the ground up.

The ideal candidate has experience working as a call-center team leader, supervisor, operations manager, workforce manager, or quality-assurance manager. You should be comfortable creating systems where few currently exist and taking ownership of projects without needing constant supervision.

During the initial stage, you may also assist with calls, client support, recruitment, training, and daily administrative tasks. As the company grows, this position may develop into a senior operations-management role overseeing agents and team leaders.

Key Responsibilities:

Build Our Operational Foundation:
* Create standard operating procedures for daily call-center operations
* Develop agent handbooks, workplace policies, and internal guidelines
* Create call scripts, email templates, escalation procedures, and customer-service standards
* Establish opening, closing, attendance, scheduling, and shift-handover procedures
* Help select and organize the tools needed to manage agents, calls, clients, and performance
* Create systems that can be repeated as new clients and employees are added

Recruitment and Training:
* Help develop job descriptions and candidate-screening procedures
* Review applications and conduct initial candidate interviews
* Create onboarding checklists and new-hire training programs
* Develop training materials, quizzes, role-playing exercises, and call simulations
* Coach agents on professionalism, communication, customer service, sales, and call handling
* Maintain organized employee and training records

Call-Center Management:
* Support and supervise call-center agents
* Monitor attendance, punctuality, productivity, and schedule adherence
* Review calls and provide structured coaching and feedback
* Handle customer escalations and difficult situations professionally
* Ensure agents follow client instructions, scripts, and company policies
* Assist with workforce scheduling and coverage planning
* Conduct regular individual and team performance meetings

Quality Assurance and Reporting:
* Develop call-monitoring and quality-assurance scorecards
* Create key performance indicators for agents and teams
* Track metrics such as call volume, response time, conversion rate, customer satisfaction, attendance, and quality scores
* Prepare daily, weekly, and monthly performance reports
* Identify recurring problems and recommend practical solutions
* Help create client-facing reports and operational updates

Client and Business Support:
* Assist with onboarding new clients and documenting their requirements
* Translate client expectations into clear instructions for agents
* Participate in client meetings when needed
* Help prepare service proposals, onboarding questionnaires, and operational plans
* Maintain confidentiality when handling client, customer, and employee information
* Support the founder with operational projects and business-growth initiatives

Required Qualifications:
* At least 3 years of experience in a call center, BPO, customer-service, or outsourced operations environment
* Previous experience as a team leader, supervisor, trainer, quality analyst, workforce coordinator, or operations manager
* Strong spoken and written English
* Experience creating SOPs, training materials, reports, and internal processes
* Experience managing or coaching remote employees
* Strong knowledge of call-center performance metrics and quality assurance
* Excellent organizational, leadership, and problem-solving skills
* Ability to work independently and manage multiple priorities
* Comfortable working in a startup environment where processes are still being developed
* Reliable computer, headset, high-speed internet connection, and backup internet or power solution
* Willingness to work hours that overlap with United States business hours

: Preferred Qualifications: The following experience is helpful but not required:
* Experience helping launch a new call center, BPO, or remote customer-service department
* Experience supporting US- or UK-based clients
* Experience with CRM systems, cloud phone platforms, project-management tools, and workforce-management software
* Experience with inbound customer service, outbound calling, appointment setting, lead generation, or sales
* Experience creating dashboards and reports using Google Sheets or Microsoft Excel
* Experience developing performance-improvement plans and incentive programs
* Experience with recruitment, human resources, or employee relations

Who Will Succeed in This Role? You may be a strong fit if you:
* Are a builder who enjoys creating structure and improving processes
* Can identify what needs to be done without waiting for detailed instructions
* Communicate clearly and professionally
* Are comfortable switching between strategy and hands-on work
* Hold yourself and others accountable
* Can lead with professionalism while still treating employees fairly
* Understand that a startup environment requires flexibility, initiative, and patience
* Want an opportunity to grow with a company and have a meaningful impact on how it operates

Schedule:
* Remote position
* Approximately [30-40] hours per week
* Working hours must include overlap with the US Eastern Time Zone
* Proposed schedule: [9am-3pm EST]
* Some flexibility may be required during client onboarding, training, or urgent operational situations

Compensation:
* Starting compensation: [$2.50/hr]
* Compensation will depend on experience and demonstrated ability
* Performance reviews and opportunities for increased responsibility will be available as the company grows
* This position may begin with a paid probationary period

How to Apply:

Please submit an application that answers all of the following questions:

1. How many years of call-center or BPO experience do you have?
2. What management, supervisory, training, workforce, or quality-assurance positions have you held?
3. Have you ever helped launch or organize a new call center, department, or remote team? Please explain your role.
4. What SOPs, training programs, reports, or operational systems have you personally created?
5. Which call-center metrics do you believe are most important, and why?
6. Describe a time you improved an underperforming team, agent, or business process.
7. Which CRM, phone, workforce-management, project-management, and reporting tools have you used?
8. Are you available to work hours that overlap with US Eastern Time?
9. What is your expected monthly salary in Philippine pesos?
10. Please provide a short example of how you would structure the first 30 days of building a new call-center operation.

Please begin your application with the words **“TASK LAYUP BUILDER”** so we know you carefully reviewed the entire posting.

Applications that do not answer the questions above will not be considered.

Initial Paid Assessment:
Shortlisted candidates may be asked to complete a paid practical assignment. The assignment may include creating a sample call-center SOP, quality-assurance scorecard, training outline, or 30-day operational plan.

We are looking for someone interested in building a long-term professional relationship and growing into a leadership position as Task Layup expands.