Coordenador de Operações Jr - Home Office (São Paulo Capital)

About the Role

Do you have a passion for leadership, team management, and delivering results? Are you experienced in customer service operations and eager to work in a fast-paced environment targeting operational excellence? This is an exciting opportunity for a Junior Operations Coordinator to lead and manage inbound customer service teams, monitor key performance indicators, foster employee development, and ensure top-quality operational processes.

This position is fully remote; however, candidates must reside in São Paulo city, capital.

Main Responsibilities

• Oversee daily operations of the inbound customer service team, ensuring KPIs and Service Level Agreements (SLAs) are consistently met.
• Lead, develop, and monitor the team through regular individual and group feedback, performance evaluations, development plans, and engagement initiatives.
• Analyze operational metrics such as Average Handling Time (AHT), Average After Call Work (AWT), Service Level, productivity, adherence, absenteeism, quality, customer satisfaction, and conversion rates; propose improvements to enhance performance continuously.
• Manage work schedules, breaks, vacations, time bank, and staffing levels to effectively meet operational demands.
• Conduct onboarding for new hires, oversee their probationary periods, and provide ongoing support for team growth.
• Identify and implement process optimization opportunities to boost operational efficiency, service quality, and productivity.
• Ensure compliance with internal policies, quality standards, information security, and operational procedures.
• Facilitate regular meetings for alignment, performance reviews, goal setting, and action plan monitoring.
• Handle critical issues, escalations, and complaint resolution promptly and effectively to maintain service quality.
• Monitor operations in real time to promptly apply corrective actions and maintain target metrics.
• Collaborate closely with Quality, Training, Planning, Human Resources, and other support areas to achieve operational excellence.
• Drive achievement of productivity, quality, customer satisfaction, and company objectives contributing to continuous operational advancement.

Candidate Profile and Requirements

• Currently pursuing or completed a Bachelor's degree in Administration, Human Resources, Management, or related fields.
• Minimum of six months experience as an Operations Coordinator or in a leadership role within a call center environment.
• Practical experience managing inbound customer service teams.
• Familiarity with operational KPIs, workforce planning, and performance monitoring.
• Intermediate proficiency in management tools and Microsoft Office suite.
• Strong leadership capabilities, effective communication, decision-making skills, and conflict resolution expertise.
• Availability to travel as needed.

Work Schedule

• Six days on, one day off with alternating rest days.
• Monday to Friday: 8 AM to 5 PM.
• Weekends (Saturday and Sunday): 8 AM to 2 PM.

Additional Qualifications Valued

• Strategic insight for monitoring and analyzing KPIs.
• Commitment to continuous improvement and operational excellence.
• Adaptability to dynamic environments.
• Collaborative attitude and strong interpersonal skills.
• Conflict management and negotiation abilities.
• Capability to develop, engage, and motivate teams effectively.
• Analytical mindset with results orientation.
• Emotional intelligence and composure under pressure.
• Proactive approach and sense of urgency.
• Strong organizational, planning, and priority management skills.
• Clear, assertive, and influential communication.
• Responsibility, dedication, and professional ethics.
• Problem-solving and decision-making aptitude.
• Customer focus and commitment to quality service.

Benefits

• Telemedicine service (Conexa)
• TotalPass membership
• Education and language assistance
• Birthday leave
• Medical insurance plan
• Childcare assistance
• Meal or food vouchers
• Dental insurance plan