
Operations Excellence Specialist
1 semana atrás
Job Summary:
">This role is focused on delivering an exceptional customer experience through operational excellence and process optimization. You will play a key part in managing BPO partners, overseeing operational metrics, and driving efficiency in service delivery.
">Key Responsibilities:
">- ">
- Manage relationships with BPO partners and SAC agencies.">
- Oversee day-to-day customer operations, ensuring SLAs, volumes, and service standards are met.">
- Monitor and report on ticketing system metrics (average tickets, resolution times, escalations, etc.).">
- Build and deliver operational reports with key performance indicators.">
- Collaborate with internal teams to continuously improve customer support processes.">
- Support initiatives in AI-based optimization for customer support.">
Requirements:
">- ">
- 5+ years of experience in customer experience and operations.">
- Proven experience managing BPO relationships and SAC agencies.">
- Strong background in reporting: SLAs, ticket volumes, operational metrics.">
- Hands-on experience with ticketing systems like Zoho and measurement reports.">
- Excellent problem-solving, communication, and stakeholder management skills.">
- Intermediate English (Spanish is a plus).">
Location:
">Based in São Paulo.
">Nice to Have:
">- ">
- Experience in fintech or startup environments.">
- Basic SQL skills.">
Seniority level:
">Mid-Senior level.
">Employment type:
">Full-time.
">Job function:
">Product Management and Marketing.
">Industries:
">Embedded Software Products.
">-
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