Supervisor

Description

Job Summary: The Operations Supervisor will manage the AMS service, ensuring efficiency, KPIs, and excellence in customer relationship, leading the team and guaranteeing execution of activities. Key Highlights: 1. Full management of AMS operations and customer strategy. 2. Team leadership, coaching, and performance management. 3. Governance activities and interface with ITIL processes. We are seeking an Operations Supervisor to fully manage the AMS service, ensuring process efficiency, KPI delivery, and excellence in customer relationship. This professional will be responsible for leading the team, monitoring results, and ensuring all activities are executed according to defined quality standards. **Responsibilities** * Fully manage AMS operations, ensuring compliance with processes and customer strategy. * Monitor and ensure SLA and KPI delivery, proposing action plans for continuous improvement. * Conduct operational governance, including RAC, committees, and periodic meetings with Tereos. * Provide coaching, team guidance, and monitor productivity and performance control. * Interface with ITIL processes, including Incidents, Problems, Changes, and Knowledge Base. * Manage organizational climate, shift schedules, and on-call coverage, ensuring appropriate team availability. **Requirements** * Proven experience managing AMS operations or similar environments. * Experience monitoring and delivering SLAs/KPIs. * Knowledge of ITIL practices (Incidents, Problems, Changes, and Knowledge). * Ability to lead governance meetings and manage customer relationships. * Experience leading teams, coaching, and performance management. * Analytical capability, sense of priority, and excellent communication skills. Minimum Education: Bachelor's Degree * Sul América Health Insurance (Optional) * Transportation Allowance * Life Insurance \- MetLife * Total Pass * Meal/ Food Allowance