Role Description Você é apaixonado por liderança, gestão de pessoas e resultados? Tem experiência em operações de atendimento e deseja atuar em um ambiente dinâmico, focado em excelência operacional? Então essa oportunidade é para você! Estamos com uma oportunidade aberta para Coordenador(a) de Operações, com foco na gestão de equipes de atendimento receptivo, acompanhamento de indicadores, desenvolvimento de pessoas e garantia da qualidade dos processos operacionais. Modalidade: Home Office (É imprescindível residir na cidade de São Paulo – Capital.) Principais responsabilidades: - Coordenar as operações diárias da equipe de atendimento receptivo, garantindo o cumprimento dos indicadores de desempenho (KPIs) e dos Acordos de Nível de Serviço (SLA). - Liderar, desenvolver e acompanhar a equipe de operadores por meio de feedbacks individuais e coletivos, avaliações de desempenho, planos de desenvolvimento e ações de engajamento. - Monitorar indicadores operacionais, como TMA, TME, Nível de Serviço (NS), produtividade, aderência, absenteísmo, qualidade, satisfação do cliente e conversão, propondo estratégias para melhoria contínua dos resultados. - Elaborar e acompanhar escalas de trabalho, pausas, férias, banco de horas e o dimensionamento da equipe, garantindo o atendimento à demanda operacional. - Realizar a integração de novos colaboradores, acompanhar o período de experiência e oferecer suporte contínuo ao desenvolvimento da equipe. - Identificar oportunidades de otimização de processos, promovendo maior eficiência operacional, qualidade no atendimento e produtividade. - Garantir o cumprimento das políticas internas, normas de qualidade, segurança da informação e procedimentos operacionais da empresa. - Conduzir reuniões periódicas de alinhamento, apresentação de resultados, definição de metas e acompanhamento dos planos de ação. - Atuar na resolução de demandas críticas, escalonamentos e tratativas de reclamações, assegurando agilidade e qualidade nas soluções. - Acompanhar a operação em tempo real (Real Time), adotando ações corretivas para manter os indicadores dentro das metas estabelecidas. - Trabalhar de forma integrada com as áreas de Qualidade, Treinamento, Planejamento, Recursos Humanos e demais áreas de apoio, visando a excelência operacional. - Assegurar o cumprimento das metas de produtividade, qualidade, satisfação do cliente e resultados definidos pela empresa, contribuindo para a evolução contínua da operação. Qualifications - Ensino Superior cursando ou completo em Administração, Gestão de Pessoas, Processos Gerenciais ou áreas correlatas; - Experiência mínima de 6 meses como Coordenador(a) de Operações ou em cargos de liderança em Call Center; - Vivência com gestão de equipes de atendimento receptivo; - Conhecimento em indicadores operacionais (KPIs), dimensionamento e acompanhamento de performance; - Conhecimento em ferramentas de gestão e Pacote Office (nível intermediário); - Habilidade em liderança, comunicação, tomada de decisão e resolução de conflitos. Requirements - ESCALA E HORÁRIO: - 6x1 - Folgas alternadas - Segunda a sexta: 08h às 17h - Sábados e Domingo: 08h às 14h Benefits - Venha fazer parte do nosso time e contribuir para uma operação de alta performance, desenvolvendo pessoas e entregando resultados de excelência!

• Manage and onboard a portfolio of enterprise customer accounts • Run the customization process and drive measurable results for clients • Build the product roadmap based on client needs • Ideate and prototype new products and agents to accelerate scaling • Spin up production prototypes to pass to the engineering team • Bridge the client and product sides of the business

• Execute Amazon operations tasks and gradually take ownership of new initiatives • Handle customer care emails (mostly FBA, roughly one per day on average) • Manage forecasting using Sostocked - creating transfer orders, loading shipments, adjusting for seasonality • Oversee PPC performance using M19 - daily reviews, adjusting TACoS targets, balancing organic ranking and margins • Run daily controls across systems to catch issues before they become problems

Associate Dean of Administration, Finance, & Operations Job no: 508744 Work type: Staff Location: Amherst Categories: Administrative Services, Executive Roles, Hybrid, School of Public Health & Health Sciences, Full Time, Non-Unit Exempt Title: Associate Dean of Administration, Finance and Operations - SPHHS Executive Area: Academic Affairs College/School/MBU: Public Health/ Health Sciences Department: Dean - Pub Health & Health Sci Work Location: Amherst Schedule: Full Time Work Arrangement: Hybrid Job Summary Reporting directly to the Dean of the School of Public Health and Health Sciences, the Associate Dean for Administration, Finance and Operations provides critical organization, direction, analysis, delivery, management, and leadership in core services and takes steps to ensure that such services function effectively, efficiently, and in compliance with legal and regulatory requirements as well as University policies, practices, and procedures. Core services include but are not limited to financial planning and analysis, Academic HR, research administration and facilities. The Associate Dean provides executive-level work to analyze and address issues of organizational efficiency, guides SPHHS through strategic planning processes, and manages the implementation of action items through detailed and comprehensive knowledge of the structure, operation, strategies and objectives of the organization. The Associate Dean will directly supervise three director level positions (Academic HR, Finance, and Research Administration) and works collaboratively with the university’s Facilities, Human Resources, and Information Technology offices to coordinate, prioritize, and advance SPHHS projects and operational needs. Essential Functions Serves as a strategic partner to the Dean, fellow Associate and Assistant Deans, Department Chairs, and Center/Institute Directors, to define, support and implement comprehensive, long-range strategic plans for research and education programs, and services creating a healthy and productive work environment. Ensures that the School is a proactive, campus leader in its implementation of new and innovative financial analyses and administrative strategies to maximize all resources. Maintains executive-level responsibility, in collaboration with the unit directors, to manage faculty-related personnel processes, determine budgetary needs, and ensure stated strategic objectives are successfully implemented, managed and maintained to promote our competitive advantage in education, research, innovation, outreach, and external partnerships and philanthropy. Works closely with university-level administrators and peers in other colleges to collaborate and strategize on financial and resource-based decision-making, while also representing the Dean with various internal and external constituents. Maintains executive-level responsibility, in collaboration with the SPHHS Faculty Affairs Partner and Department Chairs, to ensure work related to faculty personnel matters is accurate and completed in accordance with University policies. This includes (but is not limited to) recruiting, initial appointments, reappointments, promotions, awards of tenure, sabbatical leaves separations and performance management, compensation, and personnel issues. Serves as the leader and strategic partner for the School in all staff related decision-making and approvals in the areas of budget planning, research administration, and facilities management. Serves as the primary liaison to central Academic leadership and support staff, HR Business Partners, and HR Centers of Excellence collaborating on position control, salary setting and equity, reclassification, retention, succession planning, involuntary separations, and employee/labor relations activities. Works with the University Information Technology and other appropriate University-level offices to ensure SPHHS IT policies and practices are aligned with the University goals and infrastructure. Supervises the development of security plans to meet institutional and federal requirements and disaster recovery plans, optimal uses of resources, and the introduction of new, state of the art technology. Works with the Associate Dean of Research and the Director of Research Administration to provide leader level guidance, support, and direction for all functions related to research administration (pre and post award). This includes but is not limited to leader level management/direction, process improvement, training, resolution of grant-related issues at SPHHS and across schools/colleges. Is responsible for the School’s overall analytic/institutional research program, leading efforts to regularly analyze organizational data and crafts recommendations to address issues of organizational inefficiency and aligns strategic priorities with available resources and serving as a liaison to the University Office of Institutional Research. Oversees existing and planned SPHHS facilities projects, including offices, and research spaces, and serves as the liaison for infrastructure repair and renovation to the Associate Vice Chancellor for Facilities and Campus Services, the Director of Design and Construction Management, and the Director of Facilities. Stays current with, and in compliance with, Federal, State, and University rules and regulations pertaining to procedures and related business operations. Other Functions Performs other related duties as assigned. Minimum Qualifications Master's degree in Business Administration, Public Administration, Health Administration, Higher Education Administration, or related field (e.g. Public Health (MPH)) plus eight (8) years of relevant experience is required; OR Doctorate in Business Administration, Public Administration, Health Administration, Higher Education Administration, or related field (e.g. Public Health) plus five (5) years of relevant experience is required. Excellent interpersonal skills and ability to interact effectively and work productively in establishing and maintaining harmonious working relationships with a diverse population of employees and students. Strong service orientation that demonstrates proactive relationship building and customer-focused problem solving. Demonstrated leadership abilities, management skills, and supervisory experience. Commitment to inclusion and awareness and understanding of diverse thought, cultures, race, gender, and other differences. Commitment to employee development and engagement. Ability to take initiative, work independently, manage multiple priorities, follow through and meet deadlines. Excellent written and oral communication skills, including presentation skills. Demonstrated working knowledge of human resources and financial management practices, policies, and procedures. Proven competence with spreadsheets, word processing, electronic calendars, and central data systems. Experience in higher education and record of developing and implementing new ideas. Ability to exercise extreme discretion and judgment in matters of a sensitive or confidential nature. Experience with organizational development and employee training. Preferred Qualifications Experience working in a unionized environment. Additional Details Some evening/weekend work related to executive presence at School/UMASS events (appropriate to the position). Working Conditions Work is performed in a standard office or indoor university environment and involves minimal physical exertion. Work Schedule and Work Arrangement Monday-Friday, 40 hours per week. This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. Salary Information UMass Amherst expects to pay within an approximate range between $125,000 and $199,000 for this position.