Found Description
About The Role
We are looking for an experienced operations leader to manage and improve a critical customer‑facing function end‑to‑end. This role will focus on team leadership, quality assurance, process optimization, and performance measurement. The adecuado candidate is a hands‑on, process‑driven operator who can build structure, coach teams in real time, and create scalable standards in a growing environment.
What You’ll Do
- Lead team coaching, quality assurance, and day‑to‑day performance management
- Develop scorecards, feedback loops, and coaching frameworks that improve team performance and consistency
- Build and maintain SOPs, scripts, workflows, and best practice documentation
- Establish and track KPIs such as SLAs, response times, schedule adherence, and quality metrics
- Create dashboards and reporting systems to monitor team performance and operational health
- Identify workflow bottlenecks, test impro...