Job Summary: Supervise daily customer support/service activities, ensuring adherence to deadlines, technical quality, and empathetic service delivery; develop the team and resolve operational conflicts. Key Highlights: 1. Operational Supervision: Monitoring queues and productivity. 2. People Management: Providing feedback, conducting training, and managing the team. 3. Monitoring and Quality Assurance: Ensuring empathetic customer service and accuracy of information. Supervise the daily operations of the customer support/service team, ensuring timely delivery and maintaining both technical excellence and empathetic service when supporting MED Review students. Act as a facilitator for team development and resolution of operational conflicts. **Operational Supervision:** Monitor support 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 retraining of the team. Manage shift schedules, breaks, and attendance. **Monitoring and Quality Assurance:** Monitor support calls to ensure empathetic engagement, appropriate tone of voice, and accuracy of information provided. Identify recurring issues and propose process improvements to enhance student experience. **Tactical-Level Support:** Generate performance reports (SLA, AHT, 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
