What are the responsibilities and job description for the Operations Manager position at ContactLink Solutions?
🖥 Position: Operations Manager
📍 Location: Santa Ana, El Salvador.
💼 Work Type: Hybrid (Home Office and On-Site 1 day a week).
About the Role
ContactLink Solutions is seeking an experienced and results-driven Operations Manager to lead and optimize a complex, multi-client operation within the language services industry.
This role is ideal for a proactive operational leader who enjoys solving challenges, building strong teams, improving processes, and driving performance in a fast-paced environment.
As an Operations Manager, you will oversee approximately 8 client accounts, 600 interpreters, and a team of 7 Supervisors, ensuring operational excellence, client satisfaction, and continuous improvement across the organization.
The successful candidate will combine strategic thinking with strong execution skills, providing leadership to the operations team while identifying opportunities to improve scalability, productivity, and service quality.
Key Responsibilities
Operations Leadership
Lead, coach, and support a team of Supervisors to ensure effective management of assigned client accounts.
Oversee daily operational performance and ensure alignment with client expectations, SLAs, and internal standards.
Monitor operational metrics, identify trends, and implement action plans to improve results.
Manage escalations and provide solutions to operational challenges.
Client Management
Develop and maintain strong relationships with clients and internal stakeholders.
Participate in Monthly Business Reviews (MBRs) and client meetings, presenting performance insights, trends, and improvement opportunities.
Support the implementation of new client requests, operational changes, and business initiatives.
Performance & Continuous Improvement
Analyze operational processes to identify gaps, inefficiencies, and opportunities for optimization.
Drive process improvements that enhance productivity, service quality, and operational scalability.
Support the creation and implementation of new operational processes and best practices.
Promote a culture of accountability, collaboration, and continuous improvement.
Qualifications & Experience
3 years of experience in Operations Management
Proven experience leading teams and managing supervisors or team leaders.
Strong analytical skills with the ability to interpret performance metrics and drive improvements.
Experience managing multiple accounts, clients, or operational workflows.
Strong problem-solving and decision-making abilities.
Excellent communication and stakeholder management skills.
Ability to adapt quickly to changing priorities and business needs.
Experience presenting reports and performance insights to leadership and clients.
Advanced English level (spoken and written).
Preferred Qualifications
Experience in the interpretation, language services, contact center, or BPO industry.
Why Join ContactLink Solutions?
At ContactLink Solutions, you will have the opportunity to make a direct impact on a growing global operation. This role provides the autonomy to influence processes, develop teams, improve customer experience, and contribute to the long-term scalability of the organization.
We are looking for a leader who is not only able to manage operations but also challenge, improve, and transform the way we work.
Join ContactLink Solutions LLC and help us build an exceptional team of professional interpreters! 🌍
IMPORTANT: This position is available ONLY for El Salvador residents.
If you want to join our team, send your CV and be part of CLS to transform the interpretation industry! 🚀