**Job Description:** About Us At Grupo Morada, we build experiences based on respect, innovation, and responsibility, guided by our purpose of serving to transform the world. Our commitment to excellence drives us to constantly evolve, aiming to provide transformative experiences for our customers and employees. If you identify with our values and wish to grow in an environment that values respect and innovation, come create tomorrow with us. What does the Customer Service Center Coordinator do? Coordinates, plans, and monitors the operational performance of remote customer service teams, developing strategies that contribute to achieving expected performance levels and ensuring all necessary support so teams can reach their planned objectives. **Main responsibilities and duties:** Conduct audit monitoring to ensure a more accurate assessment of completed customer interactions; Handle highly complex requests, aligning information and applying appropriate solutions. Prepare traffic forecasts by identifying demand concentration data, predicting future service demands, and properly managing and sizing the team accordingly. Explore technological innovations in the field by identifying systems and platforms aimed at optimizing and improving results; Manage vendor relationships, identifying discrepancies between contracted and delivered services, contacting them for adjustments and decision-making. Perform remote and online operator monitoring, listening to customer interactions to evaluate service quality; Generate follow-up and performance reports, filling in detailed information about monitoring activities in specific forms to support feedback delivery and ensure consistent service standards; Monitor team results through monitoring and management systems to identify performance data and provide necessary feedback; Participate in defining performance indicators and breaking down guidelines for departments under your responsibility; Track and analyze department metrics (call abandonment, answered call rate, service level, NPS, etc.) to identify areas for performance improvement toward goal achievement; Design policies and processes for areas under your responsibility, creating and/or revising workflows, and developing and implementing procedures and policies; Monitor executed activities to ensure processes are being followed correctly; Identify and analyze critical incidents within the department, proposing immediate corrective actions to contain abnormalities and conducting root cause analyses to drive continuous process improvement; Manage human resources within the department, contributing to recruitment and selection processes, supervising, guiding, and evaluating employees in fulfilling their duties and responsibilities; Oversee personnel management through shift scheduling, time and attendance tracking, vacation planning, etc. **Requirements:** Completed Bachelor's Degree + Postgraduate qualification; 4 to 6 years of experience managing remote customer service operations; Experience with remote customer service management systems; Proficiency in computer skills