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Operations Manager

Há 1 mês

Fortaleza, Brasil Webhelp Tempo inteiro

**Customer Service/Support**

**Location**
- Fortaleza, Brazil***

Job Title:
Operations Manager

**Job Description**:
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
** Funções essenciais/responsabilidades essenciais**:

- Analisar e manter todos os Acordos de Nível de Serviço do Cliente; implementar planos de melhoria conforme necessário
- Maximizar a geração de receitas para alcançar projetos financeiros de longo e curto prazo (ou seja, coleta de dados para horas faturáveis/não faturáveis, previsão, orçamento, etc.)
- Selecionar, treinar, desenvolver e gerenciar o desempenho dos subordinados diretos e seus associados; incluindo o planejamento e atribuição de trabalho para a equipe de acordo com as políticas da organização e os requisitos legais aplicáveis
- Gerenciar e revisar relatórios operacionais (adesão de atendimento, PFP, scorecard do cliente, relatórios de gerenciamento de métricas)
- Criar e maximizar relacionamentos com parceiros clientes
- Fornecer liderança e orientação aos subordinados diretos para garantir a administração consistente das políticas e padrões da empresa; definir e implementar quaisquer ações corretivas necessárias para atender ao desempenho operacional
- Realizar reuniões individuais regularmente com subordinados diretos para avaliar o desempenho individual, o desempenho de sua equipe e oferecer coaching de desenvolvimento contínuo
- Criar um ambiente de trabalho positivo através do envolvimento dos funcionários; resolver problemas de relacionamento com funcionários de maneira profissional e oportuna
- Participar de reuniões multifuncionais para revisar informações recebidas das funções de suporte operacional - Treinamento, RH, Qualidade, WFM, TA. e parceiro para definir planos de ação que resolvam problemas e impulsionem a melhoria contínua
- Implementar as melhores práticas e entregar em excesso aos clientes, impulsionar um desempenho consistente, avaliar as necessidades de pessoal, com informações do BD e do Cliente e fazer ajustes para atender às mudanças nos requisitos
- Participar de análises de negócios com o cliente
- Lidar com uma equipe de líderes de equipe
- Diploma de associado em áreas afins com mais de sete anos de experiência (com pelo menos dois anos de experiência em gestão progressiva) preferido
- Experiência preferencial em call center
- Capacidade demonstrada de treinar e desenvolver planos de ação, que maximizam o desempenho e fornecem feedback eficaz
- Capacidade demonstrada para analisar e melhorar processos de trabalho; estabelecer um curso de ação para si e para os outros para atingir um objetivo específico
- Trabalhar bem sob pressão e acompanhar os itens até a conclusão, mantendo um comportamento profissional
- Excelentes habilidades de comunicação, tanto escrita como verbal. Capacidade de apresentar informações de forma eficaz aos associados internos e externos
- Capacidade demonstrada de organizar e priorizar projetos em um ambiente de negócios acelerado e orientado a prazos
- Capacidade demonstrada de orientar, treinar e fornecer orientação a uma equipe de funcionários
- Disponibilidade para trabalhar em horários flexíveis

**Função da estrutura de carreira**:

- Gerencia funcionários profissionais e/ou supervisiona ou supervisiona equipes grandes e complexas de suporte técnico ou comercial ou de operações de produção. É responsável pelo desempenho e resultados de uma equipe dentro de sua própria disciplina ou função. Recebe atribuições na forma de objetivos e determina como usar os recursos para cumprir cronogramas e metas. Adapta planos e prioridades departamentais para resolver desafios operacionais. As decisões são orientadas por políticas, procedimentos e plano de negócios; recebe orientação do gerente sênior e/ou diretor. Fornece orientação técnica a funcionários, colegas e/ou clientes. Tem responsabilidade pelos resultados em termos de custos, estratégias e funcionários.

**Isenção de responsabilidade**:

- As declarações acima pretendem descrever a natureza geral e o nível do trabalho realizado pelas pessoas designadas para esta função. Eles não pretendem ser uma lista exaustiva de todas as responsabilidades, deveres e habilidades exigidas do pessoal que trabalha neste cargo.

**Location**:
BRA Fortaleza - Rua Goncalves Ledo

Language Requirements:
English (required)

Time Type:
Full time
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