Operations Coordinator II
Stefanini Brasil
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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About the role
- Define and assign tasks to team members according to technical profiles and operational demand;
- Monitor and report the status of operations and the quality of services delivered;
- Track steps and processes for resolving operational issues;
- Attend meetings to prioritize requests;
- Prepare management reports with quality and service indicators;
Requirements
- Define and assign tasks to team members according to their technical profiles and the demands generated in the operations of the clients under your responsibility;
- Monitor and report the status of operations and the quality of services provided by the teams under your supervision, and escalate to Managers in cases of deviations beyond your authority;
- Track the steps and processes for resolving operational issues and provide feedback to users;
- Participate in periodic meetings to prioritize operational service requests from clients;
- Participate, together with Managers and clients, in meetings to evaluate the levels of services provided;
- Prepare management reports with quality and service-level indicators and report to Managers and clients;
- Ensure attainment of operational SLA indicators for the contracts under your responsibility;
- Authorize emergency service interventions in clients' operations when necessary to resolve technical and operational issues within your level of authority;
- Engage and interact with other company teams to identify technical problems in clients' operations and coordinate actions for resolution;
- Plan and manage working hours and staffing schedules for the operational teams assigned to the contracts under your responsibility;
- Ensure the status of operations and management tools is updated according to information from operational service records and contracted services;
- Periodically report the status of operations to Managers and clients according to the established reporting format;
- Monitor the backlog of unaddressed calls recorded in service management tools; define corrective actions in case of deviations to avoid negative impact on contract profitability and results, or escalate to Managers when beyond your authority;
- Identify training and development needs of the teams to enable technical capacity-building for current and future demands of the contracts and operations under your responsibility;
- Perform similar and/or related tasks.
Benefits
- Meal allowance or food voucher;
- Discounts on courses, universities, and language schools;
- Stefanini Academy — platform with free, up-to-date online courses and certification;
- Mentoring;
- Benefits club for medical consultations and exams;
- Health insurance;
- Dental care;
- Discounts and perks at top establishments;
- Travel club;
- Pet care benefits.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
task assignmentoperations monitoringquality reportingissue resolutionservice-level indicatorsSLA managementstaffing schedule managementservice management toolstraining needs identificationcapacity building
Soft Skills
team leadershipcommunicationproblem-solvingorganizational skillsinterpersonal skillsfeedback provisionprioritizationcollaborationreportingclient interaction