Practice Group Manager overseeing support and operations in mental healthcare offices across Georgia. Ensuring clinical and financial objectives are met while cultivating team performance.
About the role
- Strategic Remote Channel Manager leading teams at Copa Energia to achieve commercial objectives while enhancing operational efficiency and customer experience.
Responsibilities
- Manage the Remote Channel strategically, ensuring achievement of commercial targets and operational efficiency.
- Provide direct leadership to internal and third‑party call center teams, ensuring customer retention, revenue growth and service excellence.
- Ensure achievement of revenue and retention targets (sales, volume and price; churn, inactivity/reactivation).
- Define commercial guidelines for the call center, including pitches, priorities of action and operational rules.
- Establish standard commercial conditions, such as target margin, approval levels, discount limits and exception rules.
- Develop and implement commercial plans by region/customer profile, guiding retention and growth actions.
- Manage delinquency by analyzing the portfolio and directing recovery actions with finance.
- Report results and strategic recommendations to the Director of Enterprise Sales.
- Perform critical analyses, use data, maintain a systemic view of the customer journey and lead indirect teams to ensure alignment between commercial strategy and operations.
- Be responsible for the service flow, ensuring proper planning, monitoring of SLAs and continuous operational optimization.
- Conduct commercial and technical training for the team (pitches, processes, funnel adherence and quality standards).
- Interface with internal areas (Regional teams, Installation, Logistics, Marketing, Growth, Sales).
- Assess operational impacts of policies, commercial campaigns and process changes.
- Lead the continuous improvement cycle, including Closed‑Loop NPS routines and structural actions.
- Ensure spending efficiency, budget compliance and appropriate resource prioritization.
- Manage PAs (service positions), allocating team capacity to maximize commercial results and service levels.
- Set operational and commercial targets.
- Perform team sizing, ensuring operation scalability and alignment with customer volume.
- Propose IT improvements involving systems (Salesforce, SAP), dialer, customer service platforms and integrations.
- Apply strategic vision, analytical capability, budget management and stakeholder engagement with corporate areas to secure structural improvements.
Requirements
- Bachelor’s degree in Administration, Economics, Marketing, Logistics or related fields.
- Willingness to travel.
- Experience in Commercial Management, Third‑party Management and Project Management.
- Data analysis and KPI management.
- Experience with CRM (Salesforce).
- Knowledge of Sales and Retention funnels.
- Advanced Microsoft Office skills.
- Preferred:
- Knowledge of Agile methodologies.
- Experience with analytics tools (Power BI/Tableau).
- Familiarity with SAP systems and dialers.
Benefits
- Meal allowance (food voucher) to support household expenses.
- Meal voucher or on‑site meals.
- Transportation allowance.
- Medical plan covering you and your direct dependents.
- Dental plan.
- Gympass membership.
- Payroll‑deducted loans with lower interest rates.
- Profit sharing (PR).
- Pharmacy card.
- Extended maternity leave of 180 days.
- Childcare assistance for mothers for 24 months upon return from maternity leave.
- Paternity leave of up to 20 days, at the employee's option.
- Parking subsidy depending on role and work location.
- Standard rental car according to role.
- Hybrid work model.
- New Value – a benefits club offering discounts on beauty, fitness, food, culture, leisure and travel.
- Life insurance.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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