Role Overview

The Operations Manager – US Shift will oversee daily operations, team performance, and process optimization for lead qualification and customer call handling. Working in the US time zone, this role is critical to maintaining service excellence, ensuring quality standards, and managing high-performance teams in a demanding environment.

Key Responsibilities

You will be responsible for managing BPO or call center operations, including tracking KPIs, coaching team members, and optimizing workflows. The role includes handling escalations, monitoring call quality, and ensuring timely delivery of leads to clients. Coordination with internal stakeholders and reporting to senior leadership are integral parts of your duties.

Ideal Experience

We are seeking candidates with 4 to 6 years of proven experience in BPO, call center, or lead generation environments. You should have hands-on expertise in managing operational teams and an excellent track record in delivering measurable outcomes in client communications and service delivery.

Skills and Competencies

Strong leadership, analytical thinking, and excellent communication skills are essential for this role. The ideal candidate is proactive, detail-oriented, and adaptable to working in US shift hours. Familiarity with CRM systems, call analytics, and lead tracking platforms will be a strong advantage.

Shift and Availability

This is a full-time position based in Dubai, aligned with US shift hours. Only immediate joiners will be considered for this role, as the position requires urgent onboarding to support the company’s rapid growth and expansion in global markets.

What We Offer

The selected candidate will receive a visa, medical insurance, and apartment accommodation as part of the employment package. You’ll be part of a driven, global-minded team focused on innovation in customer experience and lead generation solutions.

How to Apply

Are you ready to lead from the front and make a real impact? Send your CV to hrconsultant@virtual-key.com with the subject line “Operations Manager”. Start immediately and grow your career with a company that values performance, leadership, and global excellence.

About Us

Your Partner for Stress-Free HR and Administrative Assistance

Virtual Key believes that growing businesses deserve simple, flexible, and dependable HR and administrative solutions without the high cost of building an in-house team.

We founded in 2021 with a clear mission: to provide startups and SMEs with HR services that are ethical, agile, and tailored to your specific business needs.

We understand the chaos and pressures that come with scaling a business because we have been there ourselves.