Operations Manager

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🕒 Junho 17

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ClearSource BPO

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🤝 B2B

☁️ SaaS

📡 Telecomunicações

B2B • SaaS • Telecommunications

A ClearSource BPO é líder em terceirização de processos de negócios, especializada em integrar tecnologia e inovação para aprimorar experiências do cliente. Com mais de 17 anos de experiência, a ClearSource utiliza soluções de ponta como inteligência artificial, análise de discurso e automação para fornecer atendimento e suporte ao cliente excepcionais a diversos setores, incluindo saúde, serviços financeiros e energia renovável. A empresa está comprometida em construir relacionamentos significativos com os clientes por meio de serviço de qualidade, resolução eficiente de problemas e uma força de trabalho global localizada em países como Índia, Costa Rica e Filipinas.

Descrição

• Define, refine, and communicate role expectations for all positions under management on a quarterly basis. • Facilitate ClearSource leadership training for new leaders and reinforce the model consistently across all leaders. • Develop and maintain highly visible KPI reports to track progress against program goals for both production and supervisory teams. • Update the People Analyzer for all direct reports on a weekly basis. • Lead a weekly team meeting with direct report leaders to: Review production performance and results, Conduct root cause analysis and drive issue resolution, Identify and promote recognition opportunities for strong performance. • Conduct weekly one-on-one meetings with each direct report leader to: Review team performance using the People Analyzer, Ensure alignment on expectations and priorities, Evaluate and enhance job satisfaction. • Provide weekly coaching sessions to each direct report leader, focusing on leadership development and adherence to coaching best practices. • Oversee hiring and internal promotions by participating in interviews and/or evaluating recorded interview sessions. • Facilitate weekly quality calibration meetings with clients and take ownership of resolving identified issues. • Set clear expectations for support departments and monitor their performance against those standards. • Evaluate the effectiveness of technology, tools, and systems, and communicate improvement opportunities to IT or clients as needed. • Ensure onboarding and offboarding processes are properly executed in line with company standards. • Assess training effectiveness and collaborate with the Learning and Development team to address skill and knowledge gaps. • Provide feedback to the Recruiting team to improve candidate quality and selection processes. • Review disciplinary actions to ensure consistency with leadership principles, company core values, and the code of conduct. • Manage and resolve client requests and escalations promptly and effectively. • Escalate critical issues with urgency, particularly those impacting operations, employee well-being, or client trust. • Drive alignment to the company mission through ongoing communication, education, and engagement initiatives. • Execute additional responsibilities as assigned.

🎯 Requisitos

• Strong English communication skills, both written and verbal • Bachelor’s degree in any field • Minimum of 4 years of leadership and people management experience • At least 5 years of experience in the BPO industry • Minimum of 3 years of experience as an Operations Manager • Proven track record in managing Healthcare or Health Insurance lines of business

🏖️ Benefícios

• Competitive salary – Get paid for doing what you love! • Medical and dental insurance (with free dependent coverage!). • Group life insurance for peace of mind. • Paid time off (PTO) – Because work-life balance matters. • Outstanding career growth opportunities – Learn, advance, and develop your career. • A fun, innovative, and energetic team culture – Be part of a company that values its employees. • Skills and leadership development to help you reach your full potential. • Free meal for onsite employees