Job Summary: Lead call center teams, focusing on results, service quality, and people development, while managing performance and call traffic. Key Highlights: 1. Leadership of call center teams with a focus on results and quality 2. People management, feedback, and performance monitoring 3. Development of action plans to improve results Location: Uberlândia – MG Work Mode: On-site We are seeking a Senior Customer Relationship Supervisor to lead call center teams, with a focus 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 for operational closure * Availability for weekend shifts (Saturdays and Sundays), with Friday off the following week Main 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 traffic, 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, providing positive and negative feedback, participating in final stages of recruitment processes, deciding on disciplinary measures or terminations, and ensuring high-quality internal communication through periodic team meetings—sharing results, motivation, and fostering rapport among team agents. Provide training and operational support to agents regarding the use of services and systems in operations. Identify critical points requiring attention and consideration during team formation, seeking alternatives to maintain operational KPIs. Consistently contribute to cost reduction by rethinking 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 contract Compensation: R$3.484,65 per month Benefits: * Medical insurance * Dental insurance * Life insurance * Meal allowance * Food allowance * Transportation allowance