Job Summary: Lead the customer service team, ensuring productivity, quality, and customer satisfaction, with a focus on data analysis and process optimization. Key Highlights: 1. Team leadership and customer service management 2. Data analysis for process and strategy optimization 3. Integration with partner departments and team routine management **Responsibilities and Duties:** * Lead the customer service team, ensuring achievement of productivity, quality, and customer satisfaction goals. * Monitor and interpret performance indicators (SLA, AHT, NPS, FCR, absenteeism, turnover, among others), defining data-driven improvement actions. * Analyze reports and management dashboards to support strategic decisions and identify optimization opportunities. * Conduct periodic results-review meetings with internal teams and clients. * Develop and execute action plans focused on continuous process and operational improvement. * Identify operational improvement opportunities and design solutions to increase efficiency and standardization. * Collaborate closely with partner departments (HR, WFM, Quality, Training, and IT) to implement initiatives and operational adjustments. * Manage team routines, ensuring organization, demand prioritization, and a healthy work environment. * Promote engagement and retention initiatives, using analytics to anticipate risks of demotivation or attrition. * Ensure compliance with internal policies, regulatory requirements, and applicable regulations. **Requirements and Qualifications:** * Fluent or Advanced Spanish. * Desired analytical profile. * Strong data analysis skills, pattern identification, and actionable insight generation. * Proficiency in tools, Excel, and comfort with performance reporting. * Strategic mindset to transform numbers into effective action plans. * Ability to make fact- and data-based decisions without compromising people management sensitivity. * Clear and assertive communication to translate analyses into operationally understandable guidance for the team. **Additional Information:** * **Work Mode: On-site \- Hybrid** * Schedule: 5x2 \- Monday to Friday * Working Hours: 09:00 to 18:48 * Location: Av. Tamboré, 1393 – Tamboré District – Barueri/SP \- (Street between SODIMAC and Audi Center) **Benefits:** * Medical Assistance (after 120 days) * Dental Assistance * Life Insurance * Meal or Food Allowance of R$18/day * Transportation Allowance * TotalPass * OpenEnglish Discounts * Flexi-day * Day Off. Apply now, complete the assessments, and become an **\#ApexLover.** Minimum Education Level: Bachelor's Degree Languages:* Spanish (Native) * Partnerships with language schools * Gym membership agreements * Birthday leave * Food Allowance * Transportation Allowance * Dental Assistance * Medical Assistance * Partnerships with higher education institutions * Meal Allowance * Life Insurance
João Silva
Indeed · HR
João Silva
Indeed · HR
