• Operational leadership with presence on all continents. • Bilingual English, with daily participation in meetings, in addition to the preparation of emails, presentations and files in that language. • Responsible for presenting Brazil's performance to global and local Client. • Responsible for conducting topics of interest to the client, such as: New positions, reductions, billable hours, weekly service planning, capacity planning, billable or non-billable training, strategies for continuous improvement of services provided. Organizing the themes with the respective areas and seeking all deliveries within the deadlines and internal and external expectations. Preceding good related profile and "hands on", keeping all sectors with the same objective. • Main point of contact for the senior manager, global VP and Client, working with a focus on growth opportunities, suggestions for strengthening the Client versus competition, sharing suggestions received through voice and chat channels. • Management of contractual and local indicators, development of people with methodologies applied on a daily basis, responsible for preparing weekly, monthly and quarterly results for the global Client and internal management. • Ability to work analytically, seeking time balance, working under pressure of deadlines and expectations.

• Results presentation and development of improvement actions in partnership with Institutional Clients. • Development of reports to monitor targets and indicators. • Good results presented in the control of operational metrics (TMA, TMO, Service Level, Breaks, Absenteeism, Turn Over, NPS, Monitoring, Costs, etc). • Performance in people management, fulfilling established goals and proposing improvements in service quality processes. • Writing skills, being responsible for the development of managerial reports of indicators, providing information on the assistants' performance and results. • Sales monitoring and operation stimulation to reach the goals proposed by the Client. Formulation of motivational campaigns. • Experience and use of RPA and Chatbot; • Decision making in hiring new assistants, validation and participation in training and refresher courses. • Participation in internal and external ISO 9001 2915 audits. • Cost management and fraud prevention. • Validation of monthly forecast, according to the approved budget. • Management of the back office team, optimizing and redistributing tasks, increasing productivity and improving the work environment. • Conducting quality committees with Institutional Clients. • Participation in the creation of annual goals and budget. • Basic notions of conducting projects in the Agile methodology. • Responsible for registering, controlling and maintaining customer information.