The Operations Manager will be responsible for leading the company's daily operations, ensuring efficiency in the property buying and selling processes in Las Vegas, Nevada. The company operates a Call Center to support Realtors with client acquisition and appointment scheduling. This position requires a strategic focus on resource optimization, management of call center supervisor teams, and coordination of virtual assistants responsible for lead generation. Additionally, the Operations Manager must ensure that operations align with the company's growth goals and customer satisfaction. A solid knowledge of data interpretation and analysis is required. **It is indispensable to have a B2 or C1 level of English and preferably with experience in the Go High Level CRM."** **WORK CONDITIONS** - **Salary $1,500 USD ($1.100 base + $400 USD Performance Incentives)**: - 1-year full-time agreement, renewable. - Seniority bonus program. - Health insurance stipend of $75 USD - Full-Time - 100% Freelance - Company Hours: Monday-Saturday, 9 am to 6 pm Pacific Time. - 100% remote work - Profit-sharing in addition to salary **JOB RESPONSIBILITIES**: **Operational Management**: - Oversee daily operations related to property buying and selling. - Ensure compliance with internal procedures and local real estate regulations. - Coordinate with the marketing department to ensure generated leads are processed effectively. **Team Management**: - Supervise and guide call center supervisors managing teams of agents responsible for sales and service calls. - Monitor daily, weekly, and monthly metrics of the VAs to ensure they meet established goals (such as the number of calls made, leads generated, conversion rates, etc.). - Conduct regular performance reviews to adjust strategies and improve productivity. - Ensure VAs follow scripts and protocols to maximize call effectiveness. - Foster a collaborative and productive work environment among virtual teams. - Anticipate staffing needs to ensure there are enough active VAs to meet production goals. - Work on recruiting strategies for new VAs, ensuring they meet the company’s standards from day one. - Collaborate with HR teams to maintain a steady flow of qualified personnel. **Lead Management and Productivity**: - Ensure lead generation teams follow effective strategies to identify and attract potential Latino clients. - Oversee the lead flow from generation to conversion into sales, ensuring constant follow-up. - Use historical data to accurately predict monthly closings, adjusting operations to meet those targets. - Ensure the call center maintains consistent production to guarantee a steady flow of qualified leads to sales teams. - Define, alongside company leadership, lead generation and sales closing targets for the virtual assistant team. **Process Improvement and Technology**: - Develop and document efficient operational processes to maximize call center productivity. - Participate in the implementation of suitable CRM systems to monitor the sales pipeline and customer follow-up. - Identify opportunities to improve call processes, lead handling, and sales closing, and implement solutions. - Oversee continuous training for VAs to ensure they stay updated on best practices. **Quality and Continuous Improvement**: - Ensure excellent customer experience in every interaction, whether on buyer or seller calls. - Implement quality controls to ensure all customer interactions meet company standards. - Conduct regular call audits to enhance the sales and customer service approach. - Correct any misalignment between call center goals and customer satisfaction. **Interdepartmental Coordination**: - Develop periodic operational reports for management, highlighting team performance and strategy effectiveness. - Create and maintain KPI tracking systems to measure real-time performance. - Ensure key metrics align with the company’s monthly closing goals. **REQUIRED EXPERIENCE**: **Academic Background**: Professional in engineering, administration, or related fields, preferably with a specialization in Project Management. **Experience**: Minimum of 3 years in an operational leadership position, preferably in the real estate sector. - Experience working with call centers and virtual teams is highly desirable. - Experience managing call centers, preferably in environments working with virtual assistants or outsourcing services. - Proven track record in implementing performance optimization processes and managing distributed teams. - Knowledge of sales prediction based on agent productivity. **Technical Skills**: - Proficient in CRM software and sales management tools (Salesforce, HubSpot, FUB, etc.). Familiarity with Go High Level CRM is preferred. - Solid understanding of remote team management and operational process implementation. - Familiarity with lead generation platforms and digital marketing strategies. **Interpersonal Skills**: - Strong leadership with the ability t