CUSTOMER SERVICE SUPERVISOR

Description

We are seeking a professional to serve as a Customer Service Supervisor for the Financial Products Unit, leading a team of 40 people. If you are passionate about people, join Renner! **Responsibilities and duties** * Supervise team activities, ensuring achievement of established goals and deadlines. * Monitor performance indicators and propose process improvements. * Promote a collaborative, safe, and productive work environment. * Conduct periodic team meetings for objective alignment and feedback. * Support strategic and operational decision-making. * Develop and implement talent engagement and retention strategies. * Monitor team productivity and delivery quality. * Resolve conflicts and act as a mediator between employees and management. * Promote organizational culture and alignment with company values. * Implement corrective and preventive actions to optimize processes. * Conduct performance evaluations and follow up on individual development plans. * Ensure efficient execution of operational processes, identifying bottlenecks and proposing solutions. * Participate in the development and review of standard operating procedures. * Monitor and analyze KPIs. * Develop action plans based on achieved results. * Encourage the team to propose ideas for improvement and innovation. * Evaluate and implement new tools and technologies that optimize work. **Requirements and qualifications** **Required:** * Completed undergraduate degree; * Knowledge of performance metrics; * Proficiency with Microsoft Office suite; * Decision-making skills; * Communication and leadership skills; * Time management and conflict resolution skills. * Experience managing system changes and daily interactions with other teams. * Knowledge of CX concepts and AI applied to customer service; * Knowledge of upcoming automation initiatives; * Data analysis knowledge; **Behavioral:** * Analytical profile, with strategic thinking, systemic vision, and strong orientation toward results and customer experience; * Excellent communication, inspirational leadership, and ability to engage teams amid change; **Desirable:** * BI tools (Power BI, Tableau) and conversational AI solutions. **Additional information** **\*Internal applications accepted until June 01\*** **\*Shift hours: 1:30 PM to 9:00 PM\*** **\*Sunday and holiday shifts due to rotating schedule\*** What excites you? Far more than the country's largest fashion retailer, we are an Ecosystem where we create the future, innovate, and solve diverse challenges. Every day, we learn something new, develop skills, and refine talents. Here, we foster a sense of belonging, respect diversity, and operate in an environment where we care for and are cared for. Our environmental and social awareness is present in all actions, as we hold a clear commitment to employees, customers, and suppliers. If what excites you is the opportunity to learn, share, and teach; if what excites you is respect, diversity, and inclusion—your place is here. Join the team of 24,000 employees united to delight customers alongside the Renner, Camicado, Youcom, Ashua, Repassa, and Realize brands. So, are you ready to create responsible fashion with us? \#WhatExcitesYouExcitesUs