Job Description

Descrição do emprego

Responsibilities

• Analyze employee data and performance
• Manage employee expectation and eventual requests
• Work with internal systems (JIRA, TTS, WIKI, Evo Desk, NEVOS, etc.)
• Partner with Human Resources to ensure appropriate team member accountability and appropriate disciplinary responses
• Routine floor walks within the studio
• Establish and maintain culture of performance excellence within the studio;
• Identify necessary adjustments and/or improvements to meet globally set KPIs and OKRs
• Maintaining staff by recruiting, selecting, orienting, training, developing and supervising subordinates;
• Planning, monitoring, appraising, and reviewing job contributions of subordinates;
• Accomplishing staff results by communicating job expectations and feedback;
• Ensuring continuous and properly organized communication flow within team, subordinates and with other departments;
• Increasing the effectiveness and efficiency of subordinate’s performance through improvements of Operations functions within own department or initiating cross-departmental improvements;
• Maintaining quality service by enforcing quality and service standards, analyzing and resolving quality and service problems, identifying trends and recommending system improvements;
• Developing and maintaining internal documentation (manuals, procedures, regulations etc.) for subordinates in compliance with general Company policies and supporting business needs;
• Supporting efficient workload distribution for subordinates in compliance with labor law and business needs;
• Forecasting and tracking of the Operation’s related costs to achieve accuracy of the spending and compliance with the budget;
• Presents regular reports to clients and/or management and peers on progress and forecast of team’s KPIs, escalating issues and evaluating needed support;
• Performing other duties, as asked by the direct manager, which are related to this position and which meet the qualifications;
• Replace colleagues during their vacations, sick leaves and other absences;

Qualificações

• High school diploma; bachelor's degree preferred

• 3+ years of experience managing supervisors or first-time managers; managerial courage to lead and hold others accountable
• Experience managing 100+ employees with significant volume of entry level employees
• Proven track of records of significant quality improvements and optimizations in related industry
• Good knowledge and ability to address complicated client complaints and requests
• Technically proficient in computer programs, especially Microsoft Office
• Experience in developing standards and procedures; prompt and organized
• Strong leadership and interpersonal skills;
• Proactive and Results driven attitude; Ability to work flexible hours