Job Summary: We are seeking a Senior Relationship Supervisor to lead call center teams, with a focus on results, service quality, and people development. Key Highlights: 1. Call center team leadership 2. Results-oriented and service quality focus 3. People development 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 of proven experience supervising call center teams * Experience with performance indicators (SLA, AHT, NPS, productivity, absenteeism, among others) * Skills in people management, feedback delivery, and performance monitoring * Strong communication, organizational, and decision-making skills Availability * Availability to work until 8:00 PM to support operational closure * Availability for weekend shifts (Saturdays and Sundays), with Friday off the following week Key Responsibilities Monitor quality, productivity, punctuality, and attendance; analyze team performance through reports; develop action plans to improve results; guide the team to ensure achievement of client-defined goals and deadlines. Control and monitor call volume, observing the system in real time; review event descriptions impacting operational performance; develop and execute corrective action plans whenever necessary. Manage direct reports by monitoring individual performance, correcting inappropriate behaviors, delivering positive and negative feedback, participating in final stages of recruitment processes, deciding on disciplinary actions or terminations, and ensuring high-quality internal communication via regular team meetings to share results, motivation, and foster rapport among team agents. Provide training and operational support to agents regarding the use of services and systems in operations. Identify critical points requiring attention and consideration during team formation, seeking alternatives to maintain operational KPIs. Consistently 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 strong results orientation * 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