Customer Service Supervisor

Description

Job Summary: Responsible for managing the customer service team, monitoring performance, resolving critical cases, and proposing improvements to optimize operational efficiency and customer experience. Key Highlights: 1. Manages workflow and ensures deadline compliance 2. Monitors team performance and provides feedback 3. Proposes and implements process improvements **MAIN RESPONSIBILITIES:** * Manage team workflow by assigning tasks and monitoring activity execution to ensure timely delivery and productivity. * Monitor individual and collective team performance, guide process execution, deliver structured feedback, and support agents' technical development. * Monitor team and operational performance indicators to analyze results and develop action plans for achieving targets. * Analyze and lead resolution of critical cases, sensitive complaints, and conflicts; interact with other departments as needed to ensure departmental decisions align with internal policies. * Evaluate quality of customer interactions through interaction analysis, audits, and call listening to identify improvement opportunities and ensure adherence to defined quality standards. * Propose and implement improvements to customer service processes and workflows to optimize operational efficiency and customer experience. * Prepare managerial reports on operational performance to consolidate data, analyze trends, and present results to management. * Ensure team activities comply with internal regulations, information security policies, LGPD, and applicable sector regulations. * Be accountable for the quality, reliability, and performance of information and tasks under personal and team responsibility, meeting established deadlines. * Safeguard confidentiality of technical, commercial, and business information accessed during job execution. * Perform other related duties and support leadership on matters inherent to the area, as required by business needs. * Monitor operational volume and queue behavior, provide team direction, mitigate bottlenecks, and prevent impact. * Develop and monitor Individual Development Plans (IDPs), promoting structured initiatives for team technical and behavioral growth. * Ensure integrity, consistency, and traceability of records maintained, guaranteeing that actions are appropriate and suitable for supporting managerial reports and indicators. * Identify knowledge base update needs, ensuring response standardization and correct procedure application by the team. * Foster a collaborative and healthy work environment, encouraging team engagement, sense of responsibility, and professional conduct in customer interactions. **REQUIREMENTS FOR THIS POSITION:** * Bachelor's degree completed in Administration, Engineering, Economics, Accounting, or related fields. * Experience in customer service operations, including leadership experience managing teams or project management experience driving improvements in this area. * Proficiency in customer service management tools (CRM/Help Desk platforms, Zendesk, etc.). * Proficiency in customer service metrics and customer satisfaction KPIs. * Knowledge of people management techniques (feedback, performance evaluation). **ADDITIONAL ASSETS:** * Postgraduate specialization in Human Resource Management, Process Management, or related fields. * Familiarity with gaming and betting industry regulations. **Diversity strengthens us!** If you are a person with a disability, our opportunities await you. **Join our team!**