CUSTOMER SERVICE SUPERVISOR

Description

Job Summary: Supervise and develop the customer service team, ensuring service quality and monitoring KPIs, with emphasis on continuous improvement and compliance with regulations. Key Highlights: 1. Leadership and customer service team development 2. Focus on service quality and KPIs (SLA, AHT, NPS) 3. Cross-departmental integration and monitoring of external channels **Job Description:** ---------------------- Responsible for supervising and developing the customer service team, ensuring service quality across all channels. Monitor KPIs (SLA, AHT, NPS, resolution rate), support complex cases, manage shift scheduling and performance, prepare reports, conduct training, and drive process improvements. Collaborate cross-functionally, ensure compliance with internal policies and the LGPD, and monitor complaints on external channels such as Reclame Aqui, Procon, and social media. **Mandatory Requirements:** ------------------------------ Prior experience in supervision, leadership, or coordination of customer service/support teams. Knowledge of customer service KPIs (SLA, AHT, NPS, resolution rate, productivity). Ability to analyze data and prepare reports. Strong communication skills, organizational ability, and problem-solving capability. Experience handling multi-channel customer service (phone, e\-mail, chat, social media). Ability to deliver feedback, conduct training, and foster team development. Basic knowledge of LGPD as applied to customer service. **Desirable Requirements:** -------------------------- Experience with Reclame Aqui, Procon, and other external complaint channels. Familiarity with customer service or omnichannel support workflows and processes. Hands-on experience with CRM systems, monitoring tools, and customer service platforms. Currently pursuing or completed undergraduate degree in Business Administration, Communications, Management Processes, or related fields. **Employment Type:** -------------------------- CLT **PwD Inclusion:** -------- YES **Benefits:** --------------- Transportation Allowance; Meal Allowance; Health and Dental Insurance; Pharmacy Benefits; Product Discounts; Birthday Day Off. **Work Location:** ---------------------- INFO STORE \- BELO HORIZONTE **Working Hours:** ------------------------ 8:00 AM to 6:00 PM