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
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