Operations Specialist

Location: Remote (with flexibility for overlapping U.S. business hours)

About the Role

Zappy BPO is seeking a highly organized and proactive Operations Specialist to support one our key technology clients. This role sits at the heart of day-to-day operations — coordinating workflows, managing communication between internal teams and clients, and ensuring that all tasks are executed with precision and timeliness. The ideal candidate thrives in a fast-paced, structured environment and has a proven ability to manage competing priorities while maintaining exceptional attention to detail.

Key Responsibilities

Operational Coordination & Execution

• Oversee daily workflows to ensure smooth delivery of services and operational tasks
   
• Track and update project timelines, deliverables, and task ownership in internal systems
   
• Identify bottlenecks or risks early and communicate proactively to ensure on-time completion
   

Client & Team Communication

• Act as a liaison between internal teams and client stakeholders to ensure alignment on priorities and deliverables
   
• Manage inbound operational requests, triaging and routing tasks efficiently
   
• Communicate status updates, progress reports, and key outcomes clearly and consistently
   

Data Management & Reporting

• Maintain accurate operational data in platforms such as CRMs, project trackers, or TMS systems
   
• Prepare daily or weekly reports summarizing activities, KPIs, and areas for improvement
   
• Analyze operational metrics to identify trends, inefficiencies, or process opportunities
   

Process Optimization & Quality Assurance

• Support the creation and refinement of SOPs to improve consistency and scalability
   
• Audit workflows regularly to ensure compliance with quality and performance standards
   
• Suggest process improvements to increase efficiency and reduce operational errors
   

Cross-Functional Collaboration

• Work closely with team leads, quality, and training teams to ensure smooth handoffs and performance alignment
   
• Coordinate with other departments (finance, HR, tech) as needed to resolve operational dependencies
   
• Participate in recurring syncs and client meetings to maintain alignment across stakeholders
   

Qualifications

• 3–5 years of experience in operations, project coordination, or account support (BPO, logistics, or tech environment preferred)
   
• Exceptional organizational and multitasking skills with strong attention to detail
   
• Excellent spoken and written English; comfortable communicating with U.S.-based clients and cross-functional teams
   
• Proficiency with tools like Google Workspace, Excel/Sheets, CRMs, and project management platforms (e.g., Asana, Monday.com, Notion, or ClickUp)
   
• Demonstrated ability to analyze data, identify patterns, and translate insights into action
   
• Strong problem-solving abilities and a “get it done” attitude in dynamic environments
   

Preferred Attributes

• Prior experience supporting U.S.-based clients in logistics, technology, or service delivery environments
   
• Familiarity with KPI tracking, process documentation, and continuous improvement practices
   
• High level of accountability, ownership, and follow-through
   
• A proactive communicator who anticipates needs before they become issues
   
• Passion for operational excellence and supporting team success