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Operations Manager
Location:
São Paulo
Description:
The Operations Manager team has the responsibility to provide oversight of all clients of DPAX on accommodations requests. In coordination with other departments, the Operations Center Manager ensures that the Operations Center team provides for the efficient, timely and economical completion of client requests. 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. Competencies Problem Solving/Analysis Results Driven Managing Processes Communication Proficiency Planning Analysis Customer Service Relationship Management Crew allocation Network optimization Resource allocation Required Education and Experience 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. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you! Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Powered by JazzHR
Company:
Accommodations Plus International
Posted:
April 27 on The Resumator
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