Operations Coordinator

Description

Job Summary: We are seeking a Call Center Coordinator to manage customer service operations, ensuring performance and continuous improvement. Key Highlights: 1. Coordinate daily activities and ensure adherence to processes and goals 2. Monitor and analyze operational KPIs 3. Support and guide supervisors and team leaders Requirements: Must be over 18 years old; Must reside in Belo Horizonte or nearby areas close to the city center; Education: Completed Bachelor's degree; Proficiency in Microsoft Office suite; **Description:** We are seeking a **Call Center Coordinator** to manage customer service operations. This professional will be responsible for ensuring team performance, monitoring quality and efficiency metrics, implementing continuous improvements, and supporting the development of supervisors and operators. Responsibilities: * Coordinate daily call center activities, ensuring adherence to established processes and goals; * Monitor and analyze operational KPIs (NPS, AHT, SLA, Absenteeism, Turnover, Quality, etc.); * Support and guide supervisors and team leaders; * Develop and implement action plans to improve results; * Conduct alignment meetings and feedback sessions with leadership teams; * Serve as the point of contact with partner departments and internal/external customers, ensuring service quality. * Prior experience as a **Call Center Coordinator or Supervisor**; * Knowledge of **performance metric management** and quality monitoring tools; * Skills in **team leadership** and people management; Minimum Education: Bachelor's degree * Discounts at partner companies * Transportation allowance * Medical/dental plan * Meal allowance * Wellhub (Gym pass)