Customer Service Operations Supervisor

Description

Job Summary: The Operations Supervisor leads and manages teams, overseeing operations based on standard procedures, the company's mission, vision, and values. Key Highlights: 1. Strategic handling of operational demands and queue management 2. Team guidance and development 3. Quality auditing and conflict management **HAVE YOU CONSIDERED JOINING A COMPANY COMMITTED TO IMPROVING CONDOMINIUM LIVES THROUGH TECHNOLOGY AND SECURITY?** We offer **Remote Concierge Services**, ensuring condominium protection through solutions designed to enhance resident safety. Our **Customer Service Base, affectionately known as BA**, is located in Barreiros, São José, Santa Catarina. Today, we have nearly 200 Customer Service Assistants serving over 800 condominiums, 24/7, from our Customer Service Base. The Operations Supervision team is responsible for supervising, leading, and managing the personnel of operational teams, aligned with standard procedures, the company's Mission, Vision, and Values. **Daily Responsibilities:** * Strategically address operational demands; * Strategically manage customer service queues and incidents; * Guide teams on company products and systems; * Communicate standard service protocols and procedures to teams; * Monitor and ensure team performance; * Conduct quality audits of customer interactions; * Identify team training and development needs; * Conduct performance evaluations and provide feedback to teams; * Onboard new employees; * Manage conflicts; * Support other duties relevant to the position; **Requirements:** * Availability for 44-hour weekly shifts; * Organized and agile; * Ability to work under pressure and make decisions; * Availability to work on a 6x1 rotating schedule; * Experience supervising telecommunication customer service operations. **Work Location and Schedule:** * On-site in Barreiros, São José - SC; * 6x1 rotating schedule, 44 hours per week. **Our selection process begins at the moment you apply! Please take care during this first step — we review all applicants and provide feedback even to those not advancing to subsequent stages.** Personal data collected during this selection process will be used exclusively for recruitment purposes, in compliance with LGPD, ensuring information security and confidentiality. By applying to this position, you agree to the use of your data as described in this notice. Reminder: Our opportunities are inclusive and open to all candidates, including Persons with Disabilities (PWD). Employment Type: Full-time, CLT (Consolidated Labor Laws) permanent contract Compensation: R$2.600,00 - R$3.000,00 per month Benefits: * Dental insurance * Commercial partnerships and discounts * Life insurance * Food allowance * Meal voucher * Transportation allowance Relocation/mobility possibility: * São José, SC: Relocate or move to the job location prior to starting work (Mandatory) Selection Question(s): * Are you available to work on a 6x1 rotating schedule? * How many people have you directly supervised in a team? Experience: * Supervising telecommunication customer service operations (Mandatory) * Direct team management (Mandatory) Work Location: On-site