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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading emergency support teams and ensuring 24/7 operations while maintaining quality and compliance. Proficient in performance monitoring, process optimization, and customer relationship management within high-criticality environments.
Highest-signal resume keywords
Emergency Operations Leadership24/7 Customer Support ManagementGDS Platform KnowledgeProcess OptimizationMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics MonitoringContinuous Improvement InitiativesOperational Escalation ManagementComplex Case SupportManagement Reporting
Soft Skills
Team LeadershipCustomer Relationship Management
Tools & Technologies
GDS PlatformsSabreAmadeusOBTsCorporate Travel Tools
Industry Keywords
SLA ComplianceDigital TransformationQuality AssuranceOperational Results Tracking
About the role
Key responsibilities & impact- Lead and develop the emergency support team
- Ensure 24/7 operations run smoothly while maintaining quality, productivity, and SLA compliance
- Monitor performance metrics and implement continuous improvement initiatives
- Manage schedules, monitoring critical demands and operational escalations
- Support the team with complex cases and customer relationship management
- Prepare management reports and track operational results
- Lead process optimization, automation, and digital transformation initiatives
- Ensure compliance with corporate policies, internal processes, and customer requirements
Requirements
What you’ll need- Previous experience leading customer service, operations, or corporate travel teams
- Experience in emergency operations, 24/7 customer support, or high-criticality environments
- Knowledge of GDS platforms (Sabre and/or Amadeus)
- Experience with OBTs and corporate travel tools
- Intermediate to advanced Microsoft Office skills
- Intermediate or advanced English preferred
Benefits
Comp & perks- 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 at no cost to the employee
- OdontoPrev dental insurance
- Wellhub
- Birthday day off
- Maternity program
- Oriente-me Program, offering therapy sessions at no additional cost
- Education partnerships with discounts at partner educational institutions
- BeFlyers Travel, an in-house leisure travel agency offering special conditions for employees