RSG Brasil Headhunters
São Paulo
Client: International BPO Company


Position: Operations Manager


 Key skills:
 

• Content moderation environment work experience is a plus but not required; 
• Proficient in Google Suite and online collaboration tools is a plus; 
• Capable of building productive business relationships with clients; 

Responsibility:
 

• Overall in charge of managing program operations and KPIs set by the client, such as Quality Efficiencies, Staffing, and Service Level;
• Effective collaboration with team members and co-managers, immediate superior, and others Support, groups/departments such as GA, HR, Recruitment, IT, Training and Quality, and Workforce Management define action plans that resolve issues and drive continuous improvement; 
• Daily communication with the client to align expectations; 
• Host internal and external Business reviews regularly and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed; 
• Manage program daily and monthly operating metrics within budgeted expense parameters;
• Develop, manage, and maintain employee productivity goals against departmental standards; 
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects; 
• Coordinate with the Site Senior Manager on Human Resource recruiting, training, development, and retention.
• you will play a pivotal role in ensuring smooth workflows, optimizing resource allocation, and contributing to the overall growth and success of the company. 

Experience:
 

• At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
• Managed at least 80-100 staff across multiple lines of business; 
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely; 
• Proven track record of meeting and delivering targets and commitments; 
• Strong organizational, managerial, critical thinking, creative thinking, problem-solving, · decision-making, and analytical skills; 
• Willing to work on public holidays and shifting schedules, including night shifts when needed.

Wages: open to negotiation
www.rsgbrasil.com.br