Job Description: Required qualifications: * Bachelor's degree in Administration, Management Processes, Human Resources, or related fields; * Experience managing call centers; * Intermediate Microsoft Office skills; * Availability for business travel. Preferred qualifications (not mandatory): * Experience in the telecommunications sector; * Background working in call center environments; * Specialization or courses in management, business, strategy, and project areas. Your responsibilities will include: * Providing support and guidance to customer service teams; * Managing the team to ensure operational performance against efficiency, quality, and business KPIs; * Monitoring and delivering feedback to support employee development; * Proposing improvements to customer service processes, monitoring external factors affecting departmental performance, communicating with partner departments, and reporting to management; * Planning and executing action plans to maintain operational performance; * Implementing initiatives to foster a healthy work environment and reinforce team motivation and engagement. 2512060202191651005