Customer Service Supervisor

Description

Job Summary: The professional will be responsible for managing performance indicators, monitoring service quality, intervening in critical cases, and leading the team for continuous improvement. Key Highlights: 1. Performance indicator management and quality monitoring in contact centers 2. Team leadership and handling of critical cases 3. Development of managerial reports and process improvement Main Responsibilities: * **Indicator Management (KPIs):** Monitor real-time metrics such as **AHT** (Average Handle Time), **AWT** (Average Wait Time), Service Level, and Abandonment Rate. * **Quality Monitoring:** Listen to calls or review chats to ensure company procedures are followed and provide constructive feedback to agents. * **Handling Critical Cases:** Intervene in escalated interactions (e.g., serious complaints or highly dissatisfied customers). * **People Management:** Manage schedules, absences, vacations, and deliver training to keep the team motivated and skilled. * **Managerial Reporting:** Prepare performance presentations and suggest process improvements to increase **NPS** (Net Promoter Score). Requirements: * **Academic Qualification:** Bachelor's degree (completed or in progress) in fields such as Administration, Commercial Management, Communication, or Logistics. * **Prior Experience:** Proven experience in a contact center environment, preferably with prior leadership or monitoring responsibilities. * **Tool Proficiency:** Intermediate knowledge of \- **Excel** (for reporting) and familiarity with CRM systems (e.g., Salesforce, Zendesk, or SAP). Compensation: R$3\.585,18 per month Benefits: * Medical assistance * Dental assistance * Partnership agreements and commercial discounts * Free parking * Profit-sharing program * Life insurance * Meal allowance * Transportation allowance Work Location: On-site