Call Center Coordinator

Description

Job Summary: Coordinate and supervise daily call center operations, lead teams, monitor KPIs, and develop strategies to enhance customer satisfaction. Key Highlights: 1. Coordinate and supervise daily call center operations 2. Lead teams and foster a collaborative work environment 3. Develop strategies to increase customer satisfaction **Key Responsibilities:** * Coordinate and supervise daily call center operations, ensuring achievement of quality, productivity, and service-level targets. * Lead teams of supervisors and agents, promoting a collaborative, results-oriented work environment. * Monitor performance indicators (KPIs), prepare management reports, and propose continuous improvement actions. * Plan work schedules, manage absenteeism and vacations, and determine staffing requirements. * Develop and implement strategies to increase customer satisfaction and optimize service processes. * Conduct team training, feedback sessions, and performance evaluations. * Ensure compliance with internal policies, operational procedures, and quality standards. * Address critical situations, customer complaints, and complex customer requests. * Collaborate with other departments to align processes and improve customer experience. * Manage technological resources and support the implementation of new service tools and systems. **Preferred Qualifications:** * Prior experience in coordinating or supervising call center operations. * Knowledge of customer service metrics, team management, and CRM tools. * Leadership, communication, negotiation, and conflict resolution skills. * Analytical ability to track KPIs and make data-driven decisions. * Bachelor's degree completed or in progress in Business Administration, Commercial Management, Business Process Management, or related fields. **Behavioral Competencies:** * Leadership and people management. * Organization and planning. * Results orientation. * Emotional intelligence. * Proactivity and decision-making ability. * Customer orientation. Salary: from R$2.000,00 per month Benefits: * Transportation allowance Work Location: On-site