Brazil Job Openings
Netvagas
Head of operations (director level) - cs & sales ops
São Paulo
November 28, 2024
Descrição:The Head of Operations is part of the management team and reports to the Director of Operations. S/ He is responsible for the CS, Sales and Client Operations Brazil unit both internal and outsourced operation. Holds a key role in ensuring operational excellence by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.
Responsabilities
Owns and oversees the overall resource and headcount allocation on a functional level.
Sets, allocates, and monitors budget and costs.
Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.
Responsible for managing BPO providers contracts and deliverables.
Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
Drives process improvement initiatives within the operation and collaboratively with other areas.
Drives scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy .
Strives for service innovation by analyzing competitors and being up to date with industry trends.
Ensures correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
Inspires others and nurtures commitment to Kaizens vision, values, purpose and direction.
-This is a in-office position, located in Pinheiros - São Paulo
Requirements
2411290203011071888
Responsabilities
Owns and oversees the overall resource and headcount allocation on a functional level.
Sets, allocates, and monitors budget and costs.
Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.
Responsible for managing BPO providers contracts and deliverables.
Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
Drives process improvement initiatives within the operation and collaboratively with other areas.
Drives scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy .
Strives for service innovation by analyzing competitors and being up to date with industry trends.
Ensures correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
Inspires others and nurtures commitment to Kaizens vision, values, purpose and direction.
-This is a in-office position, located in Pinheiros - São Paulo
Requirements
- At least 10 years experience in a relative position in operations management (internal and/or outsourced) using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.
- Solid experience in managing, motivating and developing high performing individuals and large scale, diverse teams.
- Superb organizational, communication and interpersonal skills.
- Proven track record of analytical skills combined with effective decision-making capability
- Passionate about operations, with a data-driven approach and the ability to succeed in a dynamic environment
- Available to travel as the role requires occasional face to face meetings with colleagues or to visit partners and/or 3rd parties.
- Fluent English
2411290203011071888
We regret to inform you that this job opportunity is no longer available as it has expired
New Job Alerts
![CI&T [Job -19054] Mobile Architect, Brazil](/storage/logo/CI_T.jpeg){kind=logo}
ESSS
Assistente Administrativo Financeiro
Florianópolis
FULL TIME
December 4, 2024
View Job Description
Looking for similar job?
Kraft Heinz Company
Operations & Data Coordinator
São Paulo
FULL TIME
November 29, 2024
View Job Description
The British School, Rio De JaneiroBrazil
Deputy Head Pastoral (Urca Site)
Rio de Janeiro
FULL TIME
November 26, 2024
View Job DescriptionThe British School, Rio De JaneiroBrazil
Deputy Head Academic (Urca Site)
Rio de Janeiro
FULL TIME
November 26, 2024
View Job DescriptionSee What’s New: Netvagas Job Opportunities
Netvagas
041999-jovem aprendiz-dhl logistics (brazil) ltda-logistica, distribuicao, armazenamento e/ou entregas - -louveira-sp
Louveira
November 29, 2024
View Job Description
Netvagas
Community manager [south summit brazil]
Porto Alegre
November 29, 2024
View Job DescriptionNew Job Alerts
ESSS
Assistente Administrativo Financeiro
Florianópolis
FULL TIME
December 4, 2024
View Job Description