Hybrid Operations Supervisor I

at HumanIA

• Job title: Operations Supervisor I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Supervisor de Operações I gerenciando equipe na área da saúde em São Paulo, focando em atendimento e gestão de metas no setor. Buscando soluções inovadoras para o setor da saúde.

Responsibilities

• Monitor the telephone system to ensure established targets are met;
• Manage contact strategies defined in the scope by determining the best approach for team allocation;
• Monitor calls and digital channels (if applicable) and oversee team routines according to each program’s scope to ensure excellence and a humanized service;
• Develop action plans related to monitoring findings and CAPAs (Corrective and Preventive Actions);
• Provide day-to-day support to team members under your supervision;
• Team management and development (feedback, absenteeism, training, hiring, termination, promotions and recognition);
• Focus on service level and availability;
• Train the team when a program flow is updated or changed (update of SOP, script or program scope);
• Prepare Standard Operating Procedures applicable to the programs under your management;
• Manage timekeeping and organize operational team vacations;
• Provide on-call shifts to support the operational team across all work schedules;
• Work in partnership with relationship and contract managers.

Requirements

• Bachelor's degree in a health-related field (pharmacist preferred);
• Intermediate Microsoft Office skills;
• Experience in Customer Service (SAC), PSP or PSD;
• Advantage: intermediate English;
• Postgraduate degree in Management.

Benefits

• Position also open to candidates with disabilities (PwD)