People Operations Manager

Position Overview 

The People Operations Manager plays a cross-departmental role focused on performance monitoring, data tracking, and operational alignment across the client's internal teams. The role ensures consistency, accountability, and visibility in day-to-day operations by maintaining KPIs, attendance records, and communication between departments.

Location: ON-SITE (Aymac2, Asunción). Working hours are based on the US Central Time Zone 8-17h (10-19h (winter) & 11-20h (summer)).

About us: 

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Job Description

Primary Objectives 

• Provide real-time operational support to Team Leads to maintain coverage, workflow balance, and service levels. 

• Monitor daily activity to identify coverage or performance issues quickly. 

• Maintain accurate tracking of PTO, attendance, and timecards to support staffing decisions. 

• Address performance or availability concerns early through direct communication and coordination with Team Leads. 

• Support onboarding processes in coordination with Abstra and the client leadership. 

• Serve as the main point of contact with Abstra for employee documentation, performance matters, and compliance-related communication. 
  

Tasks and responsibilities
MONITORING & PERFORMANCE OVERSIGHT  

• • Oversee daily activity across communication systems to ensure workflow efficiency.
  • Monitor Nextiva call performance (answered calls, missed-call rates, queue balance).
  • Monitor Klara to ensure messages are addressed within defined response timeframes.
  • Ensure the Scanning Inbox is managed correctly (documents sorted, processed, and assigned).
  • Handle real-time work disruptions (power, internet, system issues) and coordinate coverage.
  • Collaborate with Team Leads to adjust staffing or redistribute workload as needed.

OPERATIONAL TRACKING & REPORTING 

Maintain daily and weekly operational trackers, including: 

a) Engagement Performance Tracker 

b) Daily User Reporting 

c) Nextiva Billing Call Center 

c) PAR Team KPIs 

d) Pre-Registration Reporting 

Compile KPI summaries for leadership review. 

Review timecards for accuracy and flag discrepancies. 

HR & PERSONNEL COORDINATION  

• Review candidate profiles and provide hiring input aligned with team needs.
• Partner with Abstra on employee relations matters (performance concerns, documentation, disciplinary actions).
• Support documentation and communication of performance notes, write-ups, and workforce changes.
• Ensure adherence to HR policies and proper documentation standards. 

CROSS-FUNCTIONAL COLLABORATION 

• Work closely with Team Leads to align expectations, coverage plans, and operational priorities.
• Participate in operational initiatives such as restructuring or process improvements.
• Act as primary contact for system and reporting issues related to Nextiva, Klara, and eCW. 

WEEKLY / MONTHLY RESPONSIBILITIES

• Distribute KPI trend and attendance reports. 
• Reconcile timecards and PTO logs at the end of each pay period. 
• Coordinate hiring and offboarding actions with Abstra and Team Leads. 
• Conduct performance follow-ups and recommend process improvements. 

DECISION-MAKING AUTHORITY 

• Review and approve PTO, vacation, and out-of-office requests. 
• Independently reassign staff to ensure daily coverage within Engagement. 
• Requires Team Lead approval for RCM-related staffing or process changes.  
• Initiate communication with Abstra on performance or compliance matters, aligned with the client leadership. 

CORE COMPETENCIES 

• Organization and time management 
• Ability to manage multiple priorities 
• Analytical thinking and attention to detail 
• Clear verbal communication 
• Discretion with sensitive personnel information 
• HR and performance management knowledge 

KEY METRIC FOR SUCCESS 

Accuracy and timeliness of KPI and attendance reports 

Responsiveness to coverage of performance issues 

Clear and consistent communication with Abstra and Team Leads 

Reports To:

Team Leads (Engagement, RCM, Work Comp, and Clinics) 

Collaborates With 

• HR Department (Abstra) 

• Team Leads and Supervisors across departments (with the client) 

What we offer:

• Flexible working hours and remote work options.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup. (mandatory)