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Vaga de Gerente de Operações
Teletech em São Paulo - SP

Descrição da Vaga

Gerente de Operações

The Operations Manager is responsible for providing daily leadership and support of an innovative new program designed to assist clients with transportation challenges. The Operations Manager will lead the guest services team (Guides) who will provide premium support, knowledge and expertise to clients by navigating them through this innovative product of the future.
The Guides are an integral part of the program experience and we are looking for a Leader who is passionate about exceptional consumer service, the automotive industry, and leading by example to ensure that our clientele receive an extraordinary experience.
* Leads, manages and motivates the team of guides to demonstrate exceptional consumer service on a daily basis
* Develops, coaches, supports and evaluates the team; responsible for developing and mentoring the team:
o Hold regular feedback meetings.
o Provide results and coaching routinely.
o Manage Guide reliability to the program.
* Interview prospective new employees; provide feedback to the Senior Operations Manager and Human Resources
* Be visible and available to the Guides; interact and inspire the team
* Evaluate and coach back customer service skills in quality assurance process
* Monitor and maintain client satisfaction to ensure:
o Guides are putting their best foot forward creating an exceptional consumer experience
o The program is sufficiently staffed to meet client needs
o Look for opportunities to improve client service
* Manage customer handling (call flow) processes
* Analyze and manage program trends and progress; interact with key users for feedback to make process improvement / enhancement recommendations
* Communicate all changes, enhancements, new version releases, etc. to the appropriate personnel including the Manager of NA Operations, Training department and Quality Services on a consistent and timely manner
* Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance
* Partner with Sr. Operations Manager on monthly reports as needed
* Ensure Guides have the necessary training and job aids to perform their job responsibilities
* Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies
* Support all Percepta policies and procedures
* Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance
* Bachelor’s Degree required, Communications, Public Relations, Marketing, or related field is preferred
* Experience in Management, preferably in a Marketing, Retail, Sales environment
* Experience in an in-person or retail client relation experience preferred
* A passion for one of the three items below is important as we are seeking people who want to build a career that is aligned with their interests:
o Exceptional client service
o Automotive Industry
o Cutting edge technology
* Communication:
Adaptable and relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relationships. Uses diplomacy and tact. Diffuses high-tension situations comfortably.
Excels at establishing clear direction. Lays out work in a well-planned and organized manner. Maintains two-way dialogue with others on work and results. Communicates concisely and clearly both verbally and in written form.
Possesses strong ability to influence & exert tactful influence.
o Presents a professional and polished yet friendly image.
o Active listener who is comfortable going off script in order to solve consumer issues.
Embraces problems and sees them as an opportunity to learn and grow. A relentless and versatile learner who is open to change. Ability to quickly analyze problems, experiment and eagerly find solutions. Enjoys the challenge of unfamiliar tasks.
Great people leader
* excels at fostering and encouraging a strong team environment which motivates and excites the team to strive for excellence.
Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high quality decisions based upon a mixture of analysis, wisdom, experience, and judgment.
* Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

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  • Remuneração e benefícios
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