Senior Team Manager - Operations at Evolution… · São Paulo

companyDescription jobDescription 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; qualifications 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 additionalInformation