**Responsibilities:** * Provide timely feedback to assist Operational Managers; * Engage the IT department to improve processes and applications; * Develop sales and revenue forecasts; * Conduct periodic meetings with Management and Client; * Maintain operational organization based on the staffing levels agreed upon between the Commercial department and the Client; * Involve the Quality department during billing to analyze complaints submitted by the contracting Client; * Respond to requests from Management, Supervision, and the Client; * Handle routines related to the Planning department; * Carry out studies requested by Management. * Study and analyze mailing lists and develop base strategies; * Monitor base consumption; * Report results, forecasts, and operational needs to the Board, Superintendent, and Client; * Daily monitoring of indicators, billing, strategies, and processes involving HC’s; * Update the staffing level for each operation to meet contracted targets; * Coordinate with HR regarding hiring plans and track training class progress along with expected delivery dates; * Maintain operational organization based on the staffing levels agreed upon between the Commercial department and the Client; * Keep briefings up to date; * Request mailing import; * Monitor sales transmissions; * Open support tickets through the OCOMON system to resolve technical issues; * Interact with the development team to solve tool and solution problems; * Maintain operation groups by productivity (A, B, C); * Define and monitor tests for the process of transferring between operations / operator assignments; * Process dismissals of low-performing operators \+ ABS. Minimum Education: Bachelor's Degree * Transportation allowance * Meal allowance * Medical insurance * Dental insurance * Profit sharing * Life insurance