Apply now for a career that puts wellbeing first!
GET TO KNOW US
Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.
THE OPPORTUNITY
We are hiring a Operations Senior Manager to our Customer Experience team in Brazil!
You'll be responsible for establishing CX policies, systems and team structures necessary to maintain the highest level of customer satisfaction and operational efficiency. This role will manage various critical aspects of an operation: SLAs, client requirements, team management, productivity management, operations issues, and risk management. You will lead the US CX support team (BPOs and internal as needed).
You will provide key strategic insights and analytics to drive business decisions to meet dynamic business requirements. This position will also provide expertise and recommendations related to staffing, resource planning and scheduling to ensure optimal call center operations performance is achieved.
YOUR IMPACT
- Determines call center operational strategies at Gympass by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Interact, collaborate and influence other Gympass tribes, to ensure that customer needs are addressed and to implement long-term strategic initiatives.
- Deliver and establish world class customer self-service capabilities as we grow in numbers of Clients, geographies and new products.
- Heading In-/Outbound, BO Call Centers
- Manage timely, high-quality, and cost-effective service delivery to the client as per the SLA
- Provide value to the customers by effective utilization of CX team
- Lead a team with minimum of 30-100 call center agents and team leads
- Delivering quality service and consistently meeting key SLA’s, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs.
WHO YOU ARE
- Solid management experience with contact centers of various size teams and ensuring sustainable performance.
- Previous BPO management experience (vendor management).
- Fluent in English.
- A deep knowledge of current & emerging web technologies,and how they should be used to enhance contact center customer experience.
- Strong analytical, critical thinking and problem-solving abilities.
- Self driven with a goal-oriented attitude (Hands on Approach).
- Ability to manage and handle data confidentially
- Enthusiasm for helping people have a happy and healthy life.
WHAT WE OFFER YOU
We're a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs! Our benefits include:
WELLNESS: Health, dental, and life insurance.
FLEXIBLE WORK: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.
FLEXIBLE SCHEDULE: We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.
GYMPASS: We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.
BR: Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.
BR: 100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation
CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page!
And to get a glimpse of Life at Gympass… Follow us on Instagram @gympasscareers and LinkedIn!
Diversity, Equity, and Belonging at Gympass
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.
Gympass is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
Questions on how we treat your personal data? See our Job Applicant Privacy Notice.
