Emergency Operations Supervisor

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Lead and nurture the emergency support team.

• Guarantee seamless 24/7 operations while upholding quality, productivity, and adherence to service level agreements (SLAs).

• Track performance metrics and execute continuous improvement strategies.

• Oversee scheduling, monitoring critical demands, and managing operational escalations.

• Provide assistance to the team with intricate cases and customer relationship management.

• Generate management reports and monitor operational outcomes.

• Spearhead process optimization, automation, and digital transformation efforts.

• Ensure adherence to corporate policies, internal procedures, and client specifications.

⛳️ Requirements

• Prior experience in leading customer service, operations, or corporate travel teams.

• Experience in emergency operations, 24/7 customer support, or high-stakes environments.

• Familiarity with Global Distribution Systems (GDS) platforms, such as Sabre and/or Amadeus.

• Experience with Online Booking Tools (OBTs) and corporate travel management tools.

• Intermediate to advanced proficiency in Microsoft Office applications.

• Intermediate or advanced English language skills preferred.

🏝️ Benefits

• iFood Benefits meal voucher.

• Bradesco health insurance, with 100% of the premium covered by BeFly for the employee and 50% for dependents, subject to copayments.

• Life insurance provided at no cost to the employee.

• OdontoPrev dental insurance.

• Access to Wellhub.

• Birthday day off.

• Maternity program.

• Oriente-me Program, which offers therapy sessions at no extra charge.

• Educational partnerships providing discounts at affiliated institutions.

• BeFlyers Travel, an in-house leisure travel agency offering exclusive conditions for employees.