Operations Excellence Specialist

1 semana atrás

São Paulo, São Paulo, Brasil beBeeOperational Tempo inteiro R$1.500 - R$2.000
Job Overview

This role is critical in delivering exceptional customer experiences, managing operational excellence, and optimizing support processes.

As a Senior Product Operations Analyst, you will play a pivotal part in managing BPO partners, overseeing operational metrics, and driving efficiency in service delivery.


Key Responsibilities
  • Lead and 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.
  • Ensure seamless communication and issue escalation between internal teams and external partners.

Required Skills and Qualifications
  • 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 and Work Environment

Based in São Paulo.

Nice to Have
  • Experience in fintech or startup environments.
  • Basic SQL skills.

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