Customer Service Operations Supervisor

Description

Job Summary: The Operations Supervisor is responsible for supervising, leading, and managing customer service teams to ensure high performance and service quality. Key Highlights: 1. Lead and manage operations teams 2. Strategically manage customer service and incident control 3. Conduct quality audits and team development **HAVE YOU EVER CONSIDERED JOINING A COMPANY COMMITTED TO IMPROVING CONDOMINIUM LIFE THROUGH TECHNOLOGY AND SECURITY?** We offer **Remote Concierge Services**, ensuring condominium protection through customized solutions designed to enhance resident safety. Our **Customer Service Base (affectionately known as BA)** is located in Barreiros, São José, Santa Catarina. Today, we have nearly 200 Customer Service Assistants serving over 800 condominiums, 24/7, from our Customer Service Base. The Operations Supervision role is responsible for supervising, leading, and managing the people within operational teams, aligned with standard procedures, the company’s Mission, Vision, and Values. **Daily Responsibilities:** * Strategically address operational demands; * Strategically manage customer service queues and incidents; * Guide teams on company products and systems; * Communicate standard service protocols and procedures to teams; * Monitor and ensure team performance; * Conduct quality audits of customer interactions; * Identify team training and development needs; * Conduct performance evaluations and provide feedback to the team; * Onboard new employees; * Manage conflicts; * Support other duties relevant to the position; **Requirements for this position:** * Availability for 44-hour weekly shifts; * Organized and agile; * Ability to work under pressure and make decisions; * Availability to work on a 6x1 rotating schedule; * Experience supervising telecustomer service operations. **Work Location and Schedule:** * On-site in Barreiros, São José - SC; * 6x1 rotating schedule, 44 hours per week. **Our selection process begins at the moment you apply! Pay close attention to this first step — we review all candidates and provide feedback even to those who do not proceed to subsequent stages.** Personal data collected during this selection process will be used exclusively for recruitment purposes, in compliance with LGPD regulations, and with full security and confidentiality of the information provided. By applying to this position, you agree to the use of your data as described in this notice. Reminder: Our opportunities are inclusive and open to all individuals, including People with Disabilities (PCD). Employment Type: Full-time, CLT (Consolidated Labor Laws) permanent contract Compensation: R$2,600.00 - R$3,000.00 per month Benefits: * Dental insurance * Commercial partnerships and discounts * Life insurance * Meal allowance * Food voucher * Transportation voucher Relocation/moving possibility: * São José, SC: Relocate or move to the job location prior to starting work (Mandatory) Selection Question(s): * Are you available to work on a 6x1 rotating schedule? * How many people have you directly supervised in a team? Experience: * Supervising telecustomer service operations (Mandatory) * Direct team management (Mandatory) Workplace: On-site