Date Posted: 2025\-11\-12 Country: Brazil Location: LOC6030: Rua Elisha Otis, 841, São Paulo, SÃO BERNARDO DO CAMPO, 09852\-075 Brazil* POSITION: CUSTOMER SERVICE TEAM LEADER WORK SCHEDULE: Monday to Friday, from 12:00 PM to 9:48 PM. On a typical day, you will:* Lead the customer service team (digital and telephone support) to ensure operational excellence and success; * Ensure achievement of departmental metrics; * Analyze reports to assess team productivity and support decision-making to address underperformance; * Monitor operational KPIs on a daily basis; * Oversee operational processes, evaluate their outcomes, identify improvement opportunities, and implement corrective actions; * Conduct regular team meetings to enhance communication regarding departmental performance; * Manage staff leave scheduling and operational efficiency; * Monitor and guide team members regarding breaks and meals; * Manage login/logout, payroll, and timekeeping records; * Report system failures to relevant departments and implement contingency plans; * Maintain constant communication with branches and department managers to prioritize responses in critical cases. Who are we looking for?* Bachelor’s degree in Business Administration or related fields; * Experience in customer service and team management; * Experience in process improvement, data analysis, and operational workflows; * Intermediate/advanced Excel skills; * Knowledge of contact center tools and service-level agreements; * Excellent interpersonal skills; * Flexible and dynamic. Preferred Qualification: knowledge of process and project management. Why join Otis? You’ll become part of the company that moves more people worldwide than any other—alongside a respected team capable of developing, building, and succeeding across generations. Learn more about Otis at https://www.otis.com/pt/br/carreiras. We look forward to elevating your career with us! \#BuildWhatsNext \#OrgulhoDeSerOtis. If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2\.4 billion people every day and maintain approximately 2\.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast\-moving, high\-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, our focus more than ever is on people. As a global, people\-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here. Become a part of the Otis team and help us \#Buildwhatsnext!*Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.*