Operations Manager
Accommodations Plus International
- São Paulo - SP
- Permanente
- Período integral
The primary purpose of this position is to support the management and control of the API operations system (DPAX). This position has oversight responsibility of on-shift Team Leaders, Operations Analysts, Remote specialists, Client Onsite Analysts, Client Service Specialists, and any other employees assigned to shift work within the Operations Center.Essential Functions
- Tracks the status of DPAX dashboard platform, noting any deviations from normal changes, reassignments, and relocations. Evaluates business options that can be taken to insure accommodation resolution in an effective and timely manner.
- Relays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management, as necessary.
- Maintains a chronological shift log for recording key data for day’s events.
- Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
- Provides guidance to Operations Center personnel during regular and irregular operations. Serves as lead subject matter expert advising Operations staff on a variety of operational issues.
- Focal point for contingency planning during operational disruptions.
- Ensures current, accurate information and procedures are utilized. Routinely discusses and addresses operations work methods, problems, and answers company policy questions.
- Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
- Analyzes issues that have potential impact on DPAX dashboard application, and relays information to supporting departments, marketing, department managers, Operations Center Director, and senior company management, as appropriate. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-on analysis.
- Coach and mentor Operations Team Leaders.
- Provide Operations Analysts with comprehensive qualitative quarterly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news
- Support the management of daily transaction time; answer rate and response time goals.
- Work closely with all Team Leaders to ensure open communication, consistency and work flow.
- Accept supervisory calls including customer problems and take appropriate action to resolve issues.
- Problem Solving/Analysis
- Results Driven
- Managing Processes
- Communication Proficiency
- Planning Analysis
- Customer Service Relationship Management
- Crew allocation
- Network optimization
- Resource allocation
- A bachelor’s degree is required.
- 3 years of experience in a call center, airline operations center or crew scheduling experience will be considered an advantage.
- A minimum of 2 years of Supervisory experience is required.
- Must have experience in management of projects.
- Must have strong customer focus.
- Must have a strong command of the English language including grammar, style, and punctuation for all written correspondence and oral communication.
- Must be able to multitask and prioritize tasks during periods of high operational tempo.
- Must have the ability to create and execute operational plans to prevent and minimize operational disruptions.
- Superior ability to pay attention to detail to ensure the timely coordination, communication and recording of operational details and events.
- Manage, motivate, develop, and direct people in their work so as to best achieve shared organizational and operational goals. Managerial courage.
- Ability to think tactically as well as strategically when problem-solving.
- Ability to give and receive directions and follow through with them to completion.
- Must possess career ambition.