Operations Manager

Segmento: Não Informado

Atividades:

This position is responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Funções essenciais/responsabilidades:

1. Analyzing and maintaining all Client Service Level Agreements; implementing improvement plans as necessary.
2. Maximizing revenue generation to meet long-term and short-term financial projects (e.g., data collection for billable/non-billable hours, forecasting, budgeting).
3. Selecting, training, developing, and managing the performance of direct reports and their associates, including planning and assigning work according to organizational policies and legal requirements.
4. Managing and reviewing operational reports (service adherence, PFP, client scorecard, management metrics reports).
5. Creating and maximizing relationships with partner clients.
6. Providing leadership and guidance to direct reports to ensure consistent management of company policies and standards; defining and implementing corrective actions as needed.
7. Conducting regular individual meetings with direct reports to evaluate individual and team performance and offering ongoing coaching.
8. Creating a positive work environment through employee engagement; resolving employee relationship issues professionally and promptly.
9. Participating in cross-functional meetings to review information from support functions like Training, HR, Quality, WFM, TA, and partnering to define action plans that resolve issues and drive continuous improvement.
10. Implementing best practices and exceeding client expectations, driving consistent performance, assessing staffing needs with input from Business Development and Client, and adjusting to changing requirements.
11. Participating in business analysis with the client.
12. Managing team leaders.

Qualifications:

• Associate degree in related fields with over seven years of experience (at least two years in progressive management) preferred.
• Preferential experience in call centers.
• Proven ability to train and develop action plans that maximize performance and provide effective feedback.
• Proven ability to analyze and improve work processes; establish courses of action to achieve specific goals.
• Ability to work well under pressure and follow through on items, maintaining professionalism.
• Excellent written and verbal communication skills.
• Ability to present information effectively to internal and external associates.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
• Proven ability to guide, train, and mentor a team of employees.
• Availability to work flexible hours.

Career Structure Role:

Manages professional employees and/or supervises large and complex support, technical, commercial, or operations teams. Responsible for team performance and results within their discipline or function. Receives objectives and determines resource utilization to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plans; receives guidance from senior management or directors. Provides technical guidance to staff, colleagues, and/or clients. Responsible for costs, strategies, and personnel outcomes.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this role. They are not an exhaustive list of all responsibilities, duties, and skills required.

Location: BRA Fortaleza - Rua Goncalves Ledo

Language Requirements: English (required)

Time Type: Full time

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