Operations Supervisor

Description

Job Summary: Lead and develop a retention team, monitor performance, and ensure excellence in customer service. Key Highlights: 1. Team leadership in retention 2. Performance and quality monitoring 3. Focus on development and continuous improvement Description: Requirements: * Leadership profile, results-oriented mindset, and experience in Retention will be a differentiator for joining our Customer Service team. * Experience as a Call Center Supervisor, preferably in Retention; * Solid knowledge of KPIs (CPA, TMA, ABS, QoS, among others); * Analytical mindset, ownership mentality, and people management skills; * Strong communication, organizational, and decision-making abilities. Preferred Qualifications: * Experience in inbound customer service; * Experience with monitoring tools and CRM systems. Location: Santana Schedule: Full-time Work Model: On-site, rotating 6x1 schedule from Monday to Saturday Salary + Benefits: R$ 2.632,67 + Benefits Package R$ 1.182,00 Responsibilities: * Lead, develop, and supervise the retention agent team; * Monitor individual and collective performance (targets, KPIs, and quality); * Conduct feedback sessions, development actions, and continuous improvement plans; * Ensure excellence in customer service and customer retention; * Monitor call volume, shift schedules, and operational demands; * Propose process, script, and retention strategy improvements. 2512250202491884744