Operations Supervisor

Bernoulli Educação

Supervisor of operations team overseeing service assistants at Bernoulli Educação, ensuring compliance with SLAs and operational excellence.

Posted 5/12/2026full-timeBelo Horizonte • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Supervise the daily operational routines of the Customer Service Assistants team;
Ensure compliance with SLAs, deadlines and area KPIs;
Monitor team productivity, quality and operational efficiency;
Track metrics, perform operational analyses and identify improvement opportunities;
Prepare management reports and result presentations for leadership;
Lead alignment meetings with the team, providing direction, communication and follow-up on tasks;
Participate in strategic meetings with leadership and cross-functional areas;
Support the distribution of tasks and definition of operational priorities;
Work on team development, continuous monitoring and feedback;
Ensure adherence to processes, internal policies and service standards;
Propose operational improvements focused on efficiency, organization and the customer experience;
Act as a leadership support point for operational decision-making;
Contribute to building a more analytical, indicator-driven culture within the area.

Requirements

What you’ll need

Previous experience leading operational and/or customer service teams;
Experience in customer service, support or client relationship operations;
Knowledge of SLA management, operational KPIs and performance monitoring;
Experience in people management, delivering feedback and developing team members;
Analytical ability to interpret indicators, identify deviations and develop action plans;
Experience with operational routines, prioritizing tasks and managing multiple activities simultaneously;
Strong interpersonal communication and ability to conduct alignment meetings;
Experience preparing management reports and presenting results to leadership;
Organized, proactive profile with a continuous improvement mindset.

Benefits

Comp & perks

Health insurance
Dental plan
Life insurance
Meal and food allowance on the same card
Breakfast or afternoon snack at physical locations
Transportation voucher
Total Pass and Wellhub (access to gyms and wellness and wellbeing services)
Day off on your birthday
Corporate University
Program to support pregnant employees
Program offering psychological, legal, financial and social guidance
Wedding gift
Duo Gourmet
Bernoulli Benefits Club: access to a network of partners with discounts on undergraduate and graduate courses, energy bills, language courses and much more for you and your family
Mothers on hybrid schedules have 100% remote work from the 6th month of pregnancy until the child is 1 year old
Fathers on hybrid schedules have 100% remote work from the child’s birth until 6 months of age

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SLA managementoperational KPIsperformance monitoringanalytical abilitytask prioritizationoperational routinesreport preparationaction plan developmentcustomer service operationsteam development

Soft Skills

leadershipinterpersonal communicationteam managementfeedback deliveryorganizational skillsproactive mindsetcontinuous improvementdirection provisioncommunicationanalytical thinking