**Join us! \#BeVerisure \#VerisureJobs** Have you ever considered working for a company that promotes diversity and equity in all its opportunities? At Verisure, we prioritize inclusion regardless of gender, race, sexual orientation, religion, nationality, age, disability, etc. We are passionate about what we do; our work environment is dynamic and offers opportunities for development and growth! For the sixth consecutive year, Verisure has been recognized as one of the best companies to work for in Brazil. **Stay informed!** Verisure is a reference in Europe and Brazil in protecting people, homes, and businesses, with over 5 million customers. Over its 35+ years of history, Verisure has brought innovation and reliability to alarm systems and has become an industry benchmark. Verisure Brazil is part of the international group that leads the European market, with operations in more than 17 countries. **Job Mission** Monitor and guide the team in performing daily tasks, ensuring efficient use of operational systems. Control and scale the dispatch screen according to demand, following established protocols. **What are the main responsibilities?** * Operational Supervision: Monitor and guide the team in performing daily tasks, ensuring efficient use of operational systems; * Dispatch Management: Control and scale the dispatch screen according to demand, following established protocols; * KPI Refinement: Reinforce KPIs (TMO, NDS, and availability) with the team using channels such as Teams to ensure continuous alignment; * KPI Compliance: Ensure achievement of all KPIs by conducting daily monitoring and adjustments as needed; * Shift Planning: Size and adjust work schedules to ensure required coverage and operational efficiency; * Report Analysis: Review and analyze daily operational reports to ensure alignment with strategic objectives; * Availability Maintenance: Guarantee full team availability throughout each shift, maintaining focus on operational efficiency; * Contingency Planning: Implement contingency plans when necessary to ensure service-level delivery; * Shift Handover: Manage shift transitions focusing on key events of the day, ensuring continuity and clarity in communication; * Results Meetings: Prepare and conduct results presentation meetings, highlighting team performance. **What do you need?** * Completed Bachelor’s degree; * Experience leading call center customer service teams; * Proficiency in Excel and data handling. **Benefits** * Transportation allowance; * Meal or food allowance; * Sulamérica life insurance; * AMIL health plan (after 3 months); * Sulamérica dental plan (after 3 months); * Wellhub (Gympass); * Zero Stress — access to various services to resolve domestic emergencies; * Vidalink — pharmacy subsidy and discounts at affiliated pharmacies; * Apoio Pass; * Health check-up; * Elfie — health monitoring app and discounts; * Conexa — teleconsultation platform; * Payroll-deductible loan — per current policy; * Verisure monitored alarm — per current policy; * Daycare assistance up to 10 months of child’s age — per current policy; * Verisure Baby — a gift kit for new parents at Verisure; * Parental leave — 25 days after birth or adoption date; * Clube Mais — partnership program offering exclusive discounts for Verisure employees; * Monthly fees may apply to health, dental, and Wellhub plans depending on selected category. **Working Hours** 6x1 rotating schedule (alternating weekends off) Shift: Afternoon — 2:00 PM to 10:00 PM. **Work Location** Morumbi — SP Minimum Education Level: Bachelor’s degree