Operations Coordinator

Description

Job Summary: Lead customer service operations with a focus on performance, quality, team development, and customer relationship. Key Highlights: 1. Human-centered leadership and strategic vision 2. Real growth opportunities 3. Collaborative and innovative environment Operations Coordinator **Job: Operations Coordinator – Tourism** **Purpose of the Role** Lead C2C Services’ customer service operations with a focus on performance, quality, team development, and customer relationship. The Operations Coordinator will supervise operational teams (consultants, supervisors, on-call staff, and support staff), ensuring goal achievement, process compliance, and continuous improvement of results. **?️ Responsibilities** * Manage and monitor the performance of customer service teams (in-person, remote, and on-call) * Coordinate operational routines and ensure adherence to SLAs and established targets * Monitor operational KPIs (ASA, NPS, conversion rate, productivity, quality, etc.) * Support supervisors in managing schedules, vacations, absenteeism, and feedback * Plan and execute continuous improvement initiatives and operational efficiency enhancements * Represent operations to clients and participate in strategic meetings * Propose process adjustments focused on standardization and scalability * Support the Training and Quality department in team development * Participate in defining and implementing new accounts and processes * Support onboarding and orientation of new employees * Ensure alignment with C2C Services’ values and culture **Required Hard Skills** * Bachelor’s degree in Tourism, Business Administration, Process Management, or related fields * Minimum 2 years of experience leading operational teams in tourism or customer service * Experience with OBT, GDS, NDC, DCP systems, and customer service platforms * Proficiency in performance indicators (SLA, productivity, quality, etc.) * Excellent communication and interpersonal skills * Proficiency in Microsoft Office (especially Excel) **Desired Soft Skills** * Human-centered leadership * Analytical ability and strategic vision * Organization and planning * Proactivity and results orientation * Emotional intelligence and resilience * Conflict resolution skills * Clear communication and positive influence Join an innovative company with a collaborative environment, real growth opportunities, and a total focus on service excellence! **Location:** Belo Horizonte **Schedule:** Night shift with weekend rotations – ideal for those seeking to balance personal life and professional growth. **Work Model:** On-site **Employment Type:** CLT **Starting Salary:** Negotiable **Structured Career Path** **Exclusive Benefits of Being a \#C2CSolution:** ü Meal allowance of R$35/day (monthly bonus up to R$1\.000 on iFood Benefits card – only 1% payroll deduction) ü Transportation allowance (symbolic 1% payroll deduction) ü Productivity bonus (Check Point) ü Birthday day off ü Modern and welcoming workplace ü Gamification platform (Peoplefy) ü SulAmérica health and dental insurance ü Wellhub (Gympass) ü Employee wellness program at Zenklub If this resonates with you, send your resume now to: rh@c2cservices.com.br and help transform tourism with us!