Job Summary: Lead call center teams with a focus on results, quality, and people development, managing performance and improving operational processes. Key Highlights: 1. Leadership of call center teams with a focus on results 2. People management, feedback, and performance monitoring 3. Analysis of KPIs and development of action plans Location: Uberlândia – MG Work Mode: On-site We are seeking a Senior Customer Relationship Supervisor to lead call center teams, focusing on results, service quality, and people development. Mandatory Requirements * Minimum 2 years’ proven experience supervising call center teams * Experience with performance indicators (SLA, AHT, NPS, productivity, absenteeism, among others) * Skills in people management, feedback, and performance monitoring * Strong communication, organization, and decision-making abilities Availability * Availability to work until 8:00 PM to close operations * Availability for weekend shifts (Saturdays and Sundays), with Friday off the following week Key Responsibilities Monitor quality assessments, productivity, punctuality, and attendance; analyze team performance through reports; develop action plans to improve results; guide the team to ensure achievement of client-established goals and deadlines. Control and monitor call volume, monitoring the system in real time, reviewing event descriptions impacting operational performance, and developing and executing corrective action plans whenever necessary. Manage direct reports by monitoring individual performance, correcting inappropriate behaviors, delivering positive and negative feedback, participating in final stages of recruitment processes, deciding on disciplinary actions or terminations, and ensuring high-quality internal communication through regular team meetings to share results, motivation, and foster relationships among team agents. Provide training and operational support to agents on using operational services and systems. Identify critical issues requiring attention and consideration during team formation, seeking alternatives to maintain operational KPIs. Consistently contribute to cost reduction by re-evaluating operational practices within the area under supervision. Preferred Qualifications * Experience as a supervisor in regulated channels * Analytical profile with strong results orientation * Experience in medium- or large-scale operations Employment Type: Permanent (CLT) Compensation: Starting at R$3.484,65 per month Benefits: * Medical insurance * Dental insurance * Childcare allowance * Partnerships and commercial discounts * Food allowance * Meal voucher * Transportation voucher