Job Summary: Responsible for managing the service flow, optimizing processes, conducting training, mapping the member journey, and developing engagement and retention strategies. Key Highlights: 1. Management of service flow and performance indicators 2. Mapping the Member Journey and Identifying Member Expectations 3. Development of member engagement and retention strategies **Description**: * Monitor team performance results and manage service flow; * Establish and track performance indicators to innovate, optimize, and plan new processes for continuous improvement; * Conduct team training and management; * Member Journey Mapping – Identification and analysis of critical interaction moments with members; * Expectation Identification – Understanding what members value to improve services; * Relationship and Engagement – Development of strategies to increase member retention; * Engagement Programs – Suggest implementation of initiatives to strengthen members' connection with the Facility; * Content Development – Based on insights gathered from service interactions, share informative and educational materials for social media content targeting members; * Customer Service Team Training – Ongoing training for frontline staff; * Strategic Meetings – Alignment with service providers to ensure high-quality service delivery; * Service Audits – Continuous evaluation of service providers to maintain high standards; * Quality Indicator Development – Monitoring and adjustments based on member feedback. Employment Type: Full-time CLT Salary: R$5\.800,00 \- R$5\.832,00 per month Benefits: * Medical insurance * Dental insurance * Childcare allowance * Company-provided mobile phone * Food basket * Life insurance * Meal allowance * Food voucher * Transportation allowance Experience: * People Management (Mandatory)
João Silva
Indeed · HR
João Silva
Indeed · HR
