Job Summary: Lead call center teams, focusing on results, service quality, and people development. Key Highlights: 1. Call center team leadership 2. Focus on results and service quality 3. People development and management Location: Uberlândia – MG Work Mode: On-site We are seeking a Senior Customer Relationship Supervisor to lead call center teams, with a focus on results, service quality, and people development. Mandatory Requirements * Minimum 2 years’ 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, organization, and decision-making abilities 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 in real time; track system performance; review event descriptions impacting operational performance; develop and implement corrective action plans whenever necessary. Manage direct reports by monitoring individual performance; correct inappropriate behaviors; provide positive and negative feedback; participate in final stages of recruitment processes; decide on disciplinary actions or terminations; ensure high-quality internal communication through regular team meetings, sharing results, motivation, and fostering relationships among team agents. Provide training and operational support to agents on the use of services and systems deployed in operations. Identify critical issues requiring attention and consideration during team formation, proposing alternatives to maintain operational KPIs. Consistently contribute to cost reduction by re-evaluating operational practices within the area under supervision. Preferred Qualifications * Experience as a supervisor in regulated channels * Analytical profile with strong results orientation * Experience in medium- or large-scale operations Employment Type: Permanent CLT Compensation: Starting at R$3.484,65 per month Benefits: * Medical insurance * Dental insurance * Childcare allowance * Free parking * Life insurance * Meal allowance * Transportation allowance