Job Summary: Supervise the daily activities of the customer service/support team to ensure timely delivery and quality, acting as an enabler for team development. Key Highlights: 1. Leadership and team development for customer service/support. 2. Focus on technical quality and empathy in student support. 3. Process optimization to enhance customer experience. Supervise the daily activities of the customer service/support team, ensuring adherence to deadlines and maintaining both technical quality and empathetic support for MED Review students. Act as an enabler for team development and for resolving operational conflicts. **Operational Supervision:** Monitor customer service queues and individual productivity in real time. Triage critical cases and ensure workflow follows departmental procedures and best practices. **People Management and Development:** Conduct regular feedback sessions and one-on-one coaching. Support onboarding of new hires and ongoing technical and operational training for the team. Manage work schedules, breaks, and attendance. **Monitoring and Quality Assurance:** Monitor support calls to ensure proper greeting, tone of voice, and accuracy of information provided. Identify recurring issues and propose process adjustments to improve the student experience. **Tactical Support:** Generate performance reports (SLA, TMA, NPS) and escalate deviations to management. Serve as a point of escalation for complex issues that the team cannot resolve immediately. **Cross-Functional Collaboration:** Collaborate with IT, Sales, Product, and Finance teams to resolve complex cases. Ensure student feedback is translated into actionable improvements.
João Silva
Indeed · HR
João Silva
Indeed · HR
