Job Summary: We are seeking a Senior Relationship Supervisor to lead call center teams, focusing on results, service quality, and people development. Key Highlights: 1. Leadership of call center teams with a focus on results 2. People management, feedback, and performance monitoring 3. Monitoring of performance indicators and action plans Location: Uberlândia – MG Work Mode: On-site We are looking for a Senior Relationship Supervisor to lead call center teams, focusing on results, service quality, and people development. Mandatory Requirements * Minimum 2 years’ proven experience supervising call center teams * Experience with performance indicators (SLA, AHT, NPS, productivity, absenteeism, among others) * Skills in people management, feedback, and performance monitoring * Strong communication, organization, and decision-making abilities Availability * Availability to work until 8:00 PM to support operational closing * Availability for weekend shifts (Saturdays and Sundays), with Friday off the following week Key Responsibilities Monitor quality, productivity, punctuality, and attendance; analyze team performance using reports; develop action plans to improve results; guide the team to ensure achievement of client-defined goals and deadlines. Control and monitor call volume in real time; monitor the system in real time; verify event descriptions impacting operational performance; develop and implement corrective action plans whenever necessary. Manage direct reports by monitoring individual performance; correct inappropriate behaviors; deliver positive and negative feedback; participate in final stages of recruitment processes; decide on disciplinary actions or terminations; ensure high-quality internal communication through periodic team meetings, sharing results, motivation, and fostering relationships among team agents. Provide training and operational support to agents on the use of services and systems in operations. Identify critical issues requiring attention and consideration during team formation, and propose alternatives to maintain operational indicators. Continuously contribute to cost reduction by reevaluating operational practices within the area under supervision. Preferred Qualifications * Experience as a supervisor in regulated channels * Analytical profile with a results-oriented mindset * Experience in Reclame Aqui operations Job Type: Full-time CLT Compensation: Starting at R$3\.484,00 per month Benefits: * Medical insurance * Dental insurance * Childcare allowance * Food allowance * Meal voucher * Transportation allowance Work Location: On-site