Responsibilities: * **Supervise the team and ensure service quality;** * **Manage operations, scheduling, and absence control;** * **Monitor KPIs (SLA, AHT, AWT, ATR) and drive improvements;** * **Validate technical procedures and provide support in critical cases;** * **Monitor queues, CRM records, and service standards;** * **Conduct feedback sessions and deliver training based on call monitoring and operational KPIs.** Requirements: * **High school diploma or equivalent;** * **Experience in customer service;** * **Basic computer skills and experience using systems;** * **Strong communication and interpersonal skills;** * **Analytical mindset, organizational ability, and proactivity.** Benefits: * **50% subsidized health insurance;** * **Dental plan via voluntary enrollment;** * **Partnership agreements with universities;** * **Access to free professional development courses;** * **iFood Benefits;** * **Internet allowance.** *Subject to feasibility assessment Employment type: Full-time, CLT permanent position Salary: R$1,595.00 – R$1,597.00 per month Benefits: * Health insurance * Dental insurance * Fuel allowance * Internet allowance