When you think of Riachuelo, you think of our stores, right? But have you ever stopped to consider what happens before our stores receive the collections that win over Brazil year after year? Today, we are more than 30,000 possibility creators spread across the entire national territory, working in diverse areas to build **the Fashion that inspires Brazil.** In addition to our 430+ stores under the Riachuelo, Casa Riachuelo, Fan Lab, and Carter’s brands, we count on teams from **Corporate, Manufacturing, Distribution Centers, Contact Center, and our financial arm, Midway**, plus many other areas working together within an integrated business model that ensures we remain **unique** in the Brazilian market. We work with **fashion** to generate **positive impact** directly in our country and **we love what we do**. Our culture guides our actions and relationships, reinforcing our **Brazilian, welcoming, and entrepreneurial essence.** **“Our Contact Center team** is seeking a **Coordinator** to ensure excellence in customer service, demonstrating an owner’s mindset, a people-focused approach, and a forward-looking vision to strengthen and evolve our operations. This is the ideal opportunity for those who thrive in dynamic environments, focused on excellence and surpassing targets—contributing to Riachuelo’s future and further driving **the Fashion that inspires Brazil.”** Please remember: our opportunities are open to everyone. At Riachuelo, you’ll find a diverse environment grounded in respect and empathy, where we care for our employees. **Responsibilities and Duties** **The role’s challenges include:** * Leading customer service teams to ensure efficiency, productivity, quality, and operational discipline; * Monitoring and analyzing key performance indicators (NPS, CSAT, AHT, SLA, adherence, productivity, and quality), proposing continuous improvement initiatives; * Ensuring process governance by identifying opportunities and guaranteeing operational consistency; * Adopting a strong customer experience mindset, ensuring interactions reflect our core values; * Developing the team by fostering engagement, professional growth, and well-being; * Making decisions with an owner’s mindset, directing resources responsibly and strategically; * Aligning operational needs with corporate strategies, bringing a forward-looking and innovative perspective; * Promoting clear communication and alignment with various internal departments and stakeholders. Your profile will be evaluated during the selection process. **Requirements and Qualifications** **It is highly important that you have and/or know:** * Completed undergraduate degree (postgraduate studies/MBA is a plus); * Minimum 2 years’ experience in coordination (preferably within an in-house contact center); * Experience managing KPIs (AHT, SLA, NPS, abandonment rate); * Experience with CRM tools and telephony systems; * Customer-centric mindset and ability to review and improve processes; * Human-centered leadership, focused on development and caring for people; * Ability to anticipate scenarios, identify risks, and implement structural improvements. **Additional Information** **What benefits do we offer?** * Medical Assistance*; * Childcare Assistance*; * Profit and Results Sharing Program*; * Career Development Plan; * Meal or Food Allowance; * Transportation Allowance; * PetLove; * Wellhub; * Medication Assistance Plan; * Group Life Insurance (opt-in); * Discounts at universities and language schools; * Discount on dental care services; * Discounts on purchases using the Riachuelo Card. * After hiring, please verify details regarding the current collective bargaining agreement/policy. **Additional Information:** * **Workload:** 220 hours/month * **Working Hours:** To be defined; * **Employment Type:** CLT (permanent contract); * **Work Location:** RCHLO Contact Center, Natal – RN. To learn about all our benefits, visit **www.riachuelo.com.br/carreiras** Interested? Apply now! **Join us in creating the Fashion that inspires Brazil.** When you think of Riachuelo, you think of our stores, right? But have you ever stopped to consider what happens before our stores receive the collections that win over Brazil year after year? Today, we are more than 30,000 possibility creators spread across the entire national territory, working in diverse areas to build **the Fashion that inspires Brazil.** In addition to our 430+ stores under the Riachuelo, Casa Riachuelo, Fan Lab, and Carter’s brands, we count on teams from Corporate, Manufacturing, Distribution Centers, Contact Center, and our financial arm, Midway, plus many other areas working together within an integrated business model that ensures we remain **unique** in the Brazilian market. We work with **fashion** to generate **positive impact** directly in our country and **we love what we do**. Our culture guides our actions and relationships, reinforcing our **Brazilian, welcoming, and entrepreneurial essence.**