Operations Manager

Concentrix - CA; Ponta Grossa; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Uma empresa de serviços de gerenciamento procura um Gerente de Operações para treinar e supervisionar líderes de equipe, garantindo que os Acordos de Nível de Serviço e as expectativas financeiras sejam atendidas. O candidato ideal deve ter mais de sete anos de experiência, incluindo pelo menos dois em gestão, e excelente comunicação em inglês (B2). A posição requer habilidades em análise de processos e liderança eficaz da equipe para otimizar o desempenho operacional.

Qualificações

• Mais de sete anos de experiência com pelo menos dois anos em gerenciamento progressivo.
• Experiência em call center preferida.
• Habilidade em desenvolver planos de ação que maximizam o desempenho.

Responsabilidades

• Treinar e supervisionar Líderes de Equipe.
• Analisar e manter os Acordos de Nível de Serviço.
• Criar um ambiente de trabalho positivo através do engajamento dos funcionários.

Conhecimentos

Capacidade de coaching

Análise e melhoria de processos

Comunicação em inglês (B2)

Organização e priorização de projetos

Adaptabilidade sob pressão

Formação académica

Grau de Associado em campo relacionado

Descrição da oferta de emprego

Job Title: Operations Manager

Job Description

Gerente de Operações I é responsável por treinar e supervisionar um grupo de Líderes de Equipe. Esta posição também é responsável por garantir que o Acordo de Nível de Serviço ao Cliente e as expectativas financeiras sejam alcançados.

Essentials Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills in English (B2), both written and verbal. Ability to present information effectively to internal and external collaborators.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location

BRA Ponta Grossa - Rua Sete de Setembro 888, Centro

Language Requirements

English (B2)

Time Type

Full time

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