Call Center Supervisor

Description

Job Summary: Supervise activities, control processes and infrastructure, and provide technical and administrative support to ensure planned deliverables and results. Key Highlights: 1. Operational process supervision and control 2. Technical and administrative support to the team 3. People management and development Primary Job Objective: Supervise area activities, control and monitor processes and the infrastructure required for work execution, provide technical and administrative support to teams, and ensure appropriate working conditions, thereby guaranteeing client-aligned deliverables and achievement of planned results in compliance with established standards. Job Responsibilities: Supervise customer interactions and completion of technical resolutions according to the pre-established operational process; Collaborate with Quality and Backoffice departments during monitoring activities, following pre-established criteria; Control and execute feedback actions for team members and maintain respective records, ensuring continuous improvement and effectiveness of this process; Monitor and evaluate operational results, analyze daily performance reports, monthly incentive reports, and productivity control reports, identify deviations, and propose corrective actions within the scope of authority; Supervise administration and maintenance of store infrastructure under responsibility, collaborate with support departments to provide appropriate resources and working conditions, as authorized by company management; Advise and guide the team in analyzing deviations, doubts, and issues in customer service and defining corrective actions; Conduct periodic team meetings to communicate operational information regarding goals, new guidelines, quality and performance feedback, etc.; Apply disciplinary measures to team members in stores under responsibility, as authorized and in accordance with internal company policies; Monitor and control employee attendance, punctuality, and schedule changes; Monitor, verify, and ensure accuracy of team timekeeping records at payroll closing; Manage implementation of motivational campaigns defined by the company. Requirements: Currently pursuing or having completed a Bachelor’s degree is a plus; Ability to handle high workload and multiple tasks; Proficiency in Microsoft Office suite (Word, PowerPoint, Outlook); intermediate-level Excel skills; Work location: Mogilar – Mogi das Cruzes; Work schedule: 6 days on, 1 day off; Flexibility in working hours; Work method: On-site. Minimum Education Level: High School (Secondary Education) * Dental care coverage * Meal allowance * Health insurance * Daycare assistance * Life insurance * Food allowance