Operations Manager

Foundever; São Paulo; Presencial; BRL 89 000 - 134 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Quarterly bonus

Transportation allowance

Meal allowance

Medical insurance

Life insurance

Education discounts

Gym access

Childcare support

Psychological support

Nutritional support

Resumo da oferta

Foundever is seeking a Junior Operations Manager to lead a sales and technical support operation. The role combines people management, performance delivery, and direct interaction with a global client. English will be used daily in meetings, presentations, and progress reviews.

The ideal candidate will develop the team, drive performance, and collaborate with WFM, Quality, and Training to align people, metrics, and decisions to achieve goals.

Qualificações

• Bachelor’s degree in related field.
• 1–2 years of solid experience managing customer service operations.
• Strong knowledge of operational processes and performance metrics (AHT, CSAT/NPS, QA).
• Experience with Workforce Management (WFM) and operational planning.

Responsabilidades

• Manage the customer service team’s operational performance and key metrics.
• Maintain quality performance and meet client expectations.
• Report regularly to the global client on status and performance.
• Provide feedback and conduct performance evaluations for team members.
• Propose improvements to increase account profitability and value.
• Coordinate actions with support functions to meet client needs.

Conhecimentos

People management

Operations management

Customer service

Performance metrics

WFM

QA

AHT

Formação académica

Bachelor’s degree

Postgraduate degree

Ferramentas

Microsoft Office

Descrição da oferta de emprego

At Foundever , we make things simple. With 150,000 associates working around the world and a presence in 45 countries, Foundever connects the world’s most loved brands with their customers 9 million times a day, in more than 60 languages.

We are a global leader in customer experience management. Our people deliver unique customer experiences for some of the world’s most recognized brands, from startups to Fortune companies.

Our track record demonstrates that we are one of the few truly global players in this industry.

Foundever was recognized as one of the 175 Best Companies to Work for in Brazil in 2025 , according to Great Place to Work®, ranking 74th in the category of companies with 1,000 to 9,999 employees.

We are global, we are passionate, we are Foundever!

About the role:

As a Junior Operations Manager , you will lead a sales and technical support operation in a role that combines people management, operational performance, and direct interaction with a global client. English will be part of your daily routine, including meetings, performance presentations, and discussions about the operation’s progress and results.

People management is one of the key pillars of this position. We are looking for a hands-on leader who can develop the team, drive performance, and turn challenges into actionable plans. You will also work closely with areas such as WFM, Quality, and Training, connecting people, metrics, and decisions to ensure the operation achieves its goals.

Responsibilities:

• Manage the customer service team’s operational performance and key metrics;
• Manage quality performance and ensure the operation meets the client’s expectations;
• Maintain a close relationship with the global client, regularly reporting on the status and performance of the operation;
• Provide feedback and conduct performance evaluations for employees under your management;
• Regularly report to the client team, proposing improvements and identifying new business opportunities that can increase account profitability and add value;
• Work directly with the company’s support functions to coordinate the actions required to meet client needs.

Requirements:

• Bachelor’s degree, preferably with a postgraduate degree in a related field;
• At least 1–2 years of solid experience managing customer service operations , preferably within a call center/BPO environment;
• Proficiency in Microsoft Office (Word, Excel, and Outlook);
• Solid knowledge of operational processes and performance metrics, such as AHT, CSAT/NPS, and QA ;
• Solid knowledge of Workforce Management (WFM) and operational planning;
• Strong experience in people management , leading teams focused on results and performance targets;
• Adaptable and technically oriented profile, with a willingness to take on new challenges.
• Quarterly bonus (20%);
• Transportation allowance or fuel allowance;
• Meal or food allowance (BRL 23.00 per day);
• Medical insurance;
• Life insurance;
• Discounts at universities and language schools;
• SESC partnership;
• GymPass;
• Childcare allowance;
• Psychological support;
• Nutritional support, and much more!

Inclusion and Diversity are part of our DNA.

This opportunity is also open to people with disabilities (PwD), as well as people of all races, ethnicities, genders, sexual orientations, and professionals aged 50 and above.

Come to Foundever! We Make Things Simple! :)