Description: It is very important that you have and/or know: * Completed undergraduate degree (postgraduate degree/MBA is a plus); * At least 2 years of coordination experience (preferably in an in-house contact center); * Experience managing KPIs (AHT, SLA, NPS, abandonment rate); * Experience with CRM tools and telephony systems; * Customer-centric mindset and ability to review and improve processes; * Human-centered leadership, focused on development and care for people; * Ability to anticipate scenarios, identify risks, and implement structural improvements. The role’s challenges are: * Lead customer service teams, ensuring efficiency, productivity, quality, and operational discipline; * Monitor and analyze key metrics (NPS, CSAT, AHT, SLA, adherence, productivity, and quality), proposing continuous improvement actions; * Ensure process governance by identifying opportunities and guaranteeing operational consistency; * Operate with a strong customer experience mindset, ensuring interactions reflect our values; * Develop the team by promoting engagement, professional growth, and well-being; * Make decisions with an owner’s mindset, directing resources responsibly and strategically; * Align operational demands with corporate strategies, bringing forward-looking vision and innovation; * Promote clear communication and alignment across different internal departments and stakeholders. Your profile will be evaluated during the selection process. 2512190202551927432