Operations Manager

At Foundever, we make things simple. With 150,000 associates working around the world and a presence in 45 countries, Foundever connects the world’s most loved brands with their customers 9 million times a day, in more than 60 languages.

We are a global leader in customer experience management. Our people deliver unique customer experiences for some of the world’s most recognized brands, from startups to Fortune companies.

Our track record demonstrates that we are one of the few truly global players in this industry.

Foundever was recognized as one of the 175 Best Companies to Work for in Brazil in 2025, according to Great Place to Work®, ranking 74th in the category of companies with 1,000 to 9,999 employees.

We are global, we are passionate, we are Foundever!

About the role:

As a Junior Operations Manager, you will lead a sales and technical support operation in a role that combines people management, operational performance, and direct interaction with a global client. English will be part of your daily routine, including meetings, performance presentations, and discussions about the operation’s progress and results.

People management is one of the key pillars of this position. We are looking for a hands-on leader who can develop the team, drive performance, and turn challenges into actionable plans. You will also work closely with areas such as WFM, Quality, and Training, connecting people, metrics, and decisions to ensure the operation achieves its goals.

Responsibilities:

• Manage the customer service team’s operational performance and key metrics;
• Manage quality performance and ensure the operation meets the client’s expectations;
• Maintain a close relationship with the global client, regularly reporting on the status and performance of the operation;
• Provide feedback and conduct performance evaluations for employees under your management;
• Regularly report to the client team, proposing improvements and identifying new business opportunities that can increase account profitability and add value;
• Work directly with the company’s support functions to coordinate the actions required to meet client needs.

Requirements:

• Advanced/fluent English;
• Bachelor’s degree, preferably with a postgraduate degree in a related field;
• At least 1–2 years of solid experience managing customer service operations, preferably within a call center/BPO environment;
• Proficiency in Microsoft Office (Word, Excel, and Outlook);
• Solid knowledge of operational processes and performance metrics, such as AHT, CSAT/NPS, and QA;
• Solid knowledge of Workforce Management (WFM) and operational planning;
• Strong experience in people management, leading teams focused on results and performance targets;
• Adaptable and technically oriented profile, with a willingness to take on new challenges.

Benefits:

• Quarterly bonus (20%);
• Transportation allowance or fuel allowance;
• Meal or food allowance (BRL 23.00 per day);
• Medical insurance;
• Dental insurance;
• Life insurance;
• Discounts at universities and language schools;
• SESC partnership;
• Pet care benefits;
• GymPass;
• Childcare allowance;
• Psychological support;
• Nutritional support, and much more!

Inclusion and Diversity are part of our DNA. This opportunity is also open to people with disabilities (PwD), as well as people of all races, ethnicities, genders, sexual orientations, and professionals aged 50 and above.

Come to Foundever! We Make Things Simple! :)