OPERATIONS MANAGER - MARÍLIA

Description

Job Summary: We are seeking a professional focused on customer experience, agility, ethics, respect for diversity, and an innovative mindset to manage portfolios, monitor KPIs, and develop teams. Key Highlights: 1. Focus on customer experience, agility, and commitment. 2. Promotes team development and engagement. 3. An environment that values agility, excellence, and diversity. Here, we want you \#YourWay! We want you to join our team just as you are. We expect you to have: * Focus to deliver the best experience for our customers. * Agility and commitment to your deliverables. * Ethics and transparency across all company processes. * Respect for Diversity. * An innovative mindset, seeking to do things differently and with excellence in your activities. **Responsibilities and Duties** We want your contributions to: 1\.Ensure delivery of required logged PA’s/HC’s, as defined by the bank/planning, aiming to achieve the revenue associated with the portfolio; 2\.Maintain an organized PA map, aiming to align with the portfolio’s actual cost; 3\.Coordinate daily actions (mailing, mass campaigns, dialing strategy) with Planning, aiming to keep the portfolio operational, as well as planning weekly/monthly actions; 4\.Monitor ABS/TO KPIs and payroll control per cost center, aiming to identify capacity needs (replacements, headcount expansion); 5\.Set daily targets/metrics based on historical analysis or current portfolio scenarios, aiming to define the optimal portfolio ranking strategy; 6\.Monitor monthly KPI evolution, aiming to define necessary corrective actions to achieve target rating and improve portfolio ranking; 7\.Conduct Daily/Weekly meetings and Check Points with partners, aiming to present studies/action plans/committees and portfolio status; 8\.Design motivational campaigns, aiming to reverse negative trends and improve workplace climate; 9\.Support supervisors’ professional journeys, fostering development and engagement initiatives for direct and indirect team members; 10\.Build and develop a high-performing supervision team through coaching, feedback, 1:1 sessions, and IDPs, aiming to encourage self-development and continuous learning; 11\.Forecast monthly revenue, aiming to track targets; 12\.Monitor operational workload regarding overtime control, aiming to assess necessity versus feasibility of overtime execution; 13\.Ensure strong relationships with client partners, guaranteeing accuracy and agility in business-related communication, as well as participating in committees and business trips; 14\.Ensure SLA compliance is being met, as defined by procedures applicable to the portfolio; 15\.Stay updated on competency development (soft/hard skills) through courses, seminars, conferences, benchmarking, aiming for continuous improvement; 16\.Handle administrative tasks such as supervisor attendance adjustments, BPM approvals, supervisor vacation control, guidance on team vacation percentages, accountability reporting for motivational funds, and PMP quota distribution; 17\.Intervene in critical situations alongside departments ensuring company sustainability, via crisis rooms and internal/external client forums, making optimal business decisions; 18\.Stay attentive to market innovations (tools, initiatives, concepts, perspectives) and implement them where applicable to our business; **Requirements and Qualifications** What are the requirements? 1\.Bachelor’s degree completed or in progress; 2\.Postgraduate degree preferred; 3\.Knowledge of the business (regulatory legislation); 4\.Experience in data analysis preferred; 5\.Prior experience in the sector preferred; 6\.Knowledge of business systems and processes; 7\.Intermediate proficiency in Microsoft Office; **Additional Information** What else will you find here? * **Meal Allowance** * **Transportation Allowance** * **Benefits Club:** An exclusive benefits club for our Paschoalovers, offering discounts at numerous partner establishments * **Wellz Care:** An online therapy platform granting Paschoalovers 12 free sessions * **Gympass:** All employees gain access to Gympass — a quality-of-life platform offering gyms and physical activities at highly reduced rates * **Birthday Day Off:** All employees receive a paid day off on their birthday * **Maternity and Paternity Leave:** 6 months of maternity leave and 20 days of paternity leave promoted These benefits are combined at Paschoalotto with professional development opportunities, a structured career program, access to health and wellness initiatives, a relaxed work environment, interaction with diverse and plural individuals, and space for learning and innovation. All our \#vacancies are also open to people with disabilities and/or retirees. So, are you up for the challenge? At Paschoalotto, for over 26 years, we’ve transformed the relationship between companies and customers with innovative and customized solutions. We are the largest employer in the central-western region of São Paulo state, with over 15,000 employees across Bauru, Agudos, Marília, and Ribeirão Preto. Here, you can grow your career, make a difference, and positively impact the community. We value agility, excellence, customer centricity, and diversity & inclusion — creating an environment where you can truly be yourself. If you’re looking for a place to genuinely grow, come be \#Paschoalover and join us on this journey!