Operations Manager - Service Desk

Tech Mahindra Business Process Services; Propriá; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading BPS provider in Brazil seeks an experienced professional to ensure account profitability and manage client interactions. The ideal candidate will have a Bachelor's degree, 3–5 years of process improvement experience in BPS, and strong skills in data analysis and stakeholder management. This role involves monitoring productivity, conducting audits, and training team members to exceed quality standards, contributing to operational efficiency and client satisfaction.

Qualificações

• 3–5 years of experience in process improvement within BPS or shared services.
• Preferred certification in Lean Six Sigma or equivalent.

Responsabilidades

• Provide timely reporting to senior management.
• Plan and implement strategies for account profitability.
• Handle client interactions and manage escalations.
• Monitor daily productivity against service level standards.
• Supervise and support team members.

Conhecimentos

Knowledge of BPS operations

Process mapping tools

Data analysis (Excel, Power BI)

Communication skills

Stakeholder management

Project management

Incident management processes

Formação académica

Bachelor's degree in Business or Engineering

Ferramentas

Excel

Power BI

Descrição da oferta de emprego

Key Responsibilities

• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Lead process re-engineering projects to optimize workflows and reduce cycle times.
• Develop and maintain process documentation, SOPs, and compliance standards.
• Partner with stakeholders to implement digital tools and automation for operational efficiency.
• Monitor KPIs and prepare dashboards to track improvement outcomes.
• Conduct training sessions on process excellence methodologies for team members.

Required / Preferred Skills & Competencies

• Strong knowledge of BPS operations and service delivery models.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Proficiency in process mapping tools and data analysis (Excel, Power BI).
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and deliver within timelines.
• Managed a Level 1 IT Service Desk / Help Desk.
• Demonstrated strong stakeholder management (Internal & External).
• Experience in incident management processes with hands on exposure to ITSM platforms such as SNOW / Remedy or similar.
• Strong understanding of typical SLAs and KPIs in contact center / IT Service Desk.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field.
• 3–5 years of experience in process improvement within BPS or shared services.
• Preferred Certification in Lean Six Sigma or equivalent preferred.