We are looking for a professional to **lead our customer service team across digital and telephone channels.** You will be a key player in supervising the team’s activities, ensuring excellent service delivery and a positive experience for our patients. Your main responsibilities include: leading the team, structuring and monitoring performance goals and indicators, promoting service quality, and working in an **interdisciplinary** manner—strengthening integration across departments and actively contributing to process improvements. Prior experience in leadership and managing customer service teams is essential for success in this role. **Proficiency in digital tools and management systems**, combined with an **analytical mindset**, is essential for success in this position. Familiarity with the digital environment enables you to identify optimization opportunities, accurately interpret performance data, and make strategic decisions that enhance patient experience and departmental efficiency. **Responsibilities and Duties** * Supervise the telephone and digital customer service team, ensuring agility, empathy, and quality in interactions with patients; * Monitor performance indicators such as response time, volume of interactions, and patient satisfaction; * Conduct regular meetings and training sessions to promote technical and behavioral development of the team; * Implement improvements to service processes and workflows, ensuring efficiency and standardization; * Work interdisciplinarily, integrating the department with clinical, medical, and administrative areas to ensure smooth and effective communication; * Monitor message and call flows, identifying bottlenecks and proposing solutions; * Provide continuous feedback and guidance, maintaining team engagement and motivation; * Participate in leadership meetings, reporting results, progress, and improvement opportunities. **Requirements and Qualifications** * Bachelor’s degree in Administration, Health-related fields, Management, Customer Service, or related areas; * Proven experience in customer service (telephone and digital); * Communication and negotiation skills; * Intermediate Office Suite and Excel proficiency; * Strong oral and written communication skills; * Ability to identify and prospect new customers; * Skills in data analysis and report preparation. **Additional Information** * Market-competitive salary; * Meal allowance; * Transportation allowance; * Health insurance; * Attendance bonus; * Funeral assistance plan; * Childcare or nursery allowance for children up to 6 years old; * #Tamojunto Program; * “Looking After Home” Program; * Study Grant Program; * Recognition Program; * Free ophthalmological care and discounts for family members; * SESC benefit ### **LEIRIA GROUP** Founded with the mission of delivering excellence in ophthalmological care, Hospital de Olhos Leiria de Andrade has built a legacy marked by innovation and dedication. From the outset, we have sought to integrate cutting-edge technology with humanized care—always focused on offering the best for our patients. Over the years, we have grown and become a reference in ocular health, thanks to the commitment and passion of our team. Today, we operate as Grupo Leiria, expanding not only our facilities and services but also focusing on growing our team. At Leiria de Andrade, we believe every detail matters when it comes to guaranteeing high-quality patient care. From reception to medical consultation, we work tirelessly to ensure each patient feels welcomed, comfortable, and receives the best possible assistance. Our highly skilled and dedicated team strives to deliver personalized and humanized care at all times. ***We believe humanized care is fundamental to ensuring our patients feel safe and confident throughout their ocular health journey.*** #### **Our Values** * **Solution-Oriented Focus**: Within our processes, identifying a flaw is merely the first step toward correcting it. We treat problems proactively and deliver solutions through a proactive, action-driven mindset—one that does not negatively impact the work environment. * **Patient-Centered Focus**: The patient is, and always will be, our reason for being. Therefore, the patient must remain at the center of our decisions, guiding our practices according to their feedback and needs—so that, ultimately, their safety and well-being remain our top priority. * **Kindness-Focused Approach**: We know kindness toward others is the minimum standard in our relationships with patients, suppliers, and colleagues. We are always available to assist and resolve whatever is within our reach, welcoming patients and their families with empathy and compassion. * **Teamwork-Focused Approach**: Here, we value collective and collaborative work. We do what needs to be done—regardless of position, title, or hierarchy—because we understand our work directly impacts our colleagues’ work. We function as a single gear, where responsibility belongs to everyone. * **Social Commitment**: We recognize our role and the importance of our work in building a fairer and more harmonious society—sharing knowledge to train new professionals, developing innovative treatment methods, and providing everyone access to dignified, humanized medical care. Are you excited to grow with us? Without a doubt, enthusiasm and dedication throughout our entire service process are our greatest source of pride at Hospital de Olhos Leiria de Andrade. After all, being part of Leiria de Andrade means exactly that. So join us—#teamgrupoleiria