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Our client is a company who acts as a Business Process Outsourcer. They are looking for an Operations Manager to join their team in Sao Paulo. The role is to handle one account on behalf of the company and the communication will be performed in English so fluency is required. Some responsibility will include:Strategic planning and execution to increase profitability, productivity and efficiency throughout the operation;Manage daily / weekly / monthly P&L;Develop annual operating budget and provide tax guidance for the department;Supervises the daily operation and its various components, ensuring compliance with the SOW and KPI goals; including CSAT, ESAT and KSAT; Prepares / reviews financial and / or operational analysis, and reports on a daily / weekly / monthly basis;Manage and develop a team of Coordinators according to the organizational management processes with a focus on developing a highly motivated Contact Center;Implement processes to ensure that teams can manage their operations by day, week and month to prioritize their actions on a day-to-day basis;Participation in the development and implementation of policies and procedures in the units;Participation in meetings with clients, as requested;Develop or support the development and implementation of policies and procedures consistent with those of the organization;Education, Experience and Skills RequiredPrevious experience in a management position for a Call Center/Contact CenterSignificant experience with people management Experience working with global accountsFluent English
