Operational Technical Leader

Description

Job Summary: Lead and guide the technical team, ensuring service execution, process compliance, and contributing to technical support strategies. Key Highlights: 1. Team leadership and technical team guidance 2. Monitoring of process compliance and performance indicators 3. Contribution to the development of technical support strategies **Description** Lead the technical team in service execution, ensuring adherence to internal procedures and regulations. Support negotiations with service providers, monitor process compliance, control performance indicators, provide direct support for technical assistance, and contribute to the development of technical support strategies. **Detailed Job Description** Lead and guide the technical team, ensuring proper service execution and compliance with regulations and internal procedures. Monitor and validate protocols for directing customer inquiries handled by the team. Support negotiations with service providers, aiming for efficiency, quality, and alignment with organizational guidelines. Monitor process compliance, identifying improvement opportunities and proactively addressing risk situations. Control and analyze area-wide and agent-level performance indicators under your leadership, responding to management inquiries, analyzing real-time customer interactions, and providing feedback with insights and improvement suggestions. Provide direct support for technical assistance, collaborating on resolving more complex requests. Supervise the customer service team in specific situations and during the absence of technical leaders, validating operational continuity. Contribute to the development and implementation of technical support strategies aligned with organizational goals. Support team development by promoting training, performance monitoring, and continuous feedback. Act as a liaison between the team, managers, and other departments, ensuring clear communication and process integration. **Benefits:** * Meal/food allowance of **R$35.00**/day (including during vacation) * Health and dental insurance (at no cost to employee) * Transportation allowance or fuel subsidy * Gympass * Care Therapy (online psychological counseling) * Discounts at educational institutions * R$200.00 pharmacy assistance Employment Type: Full-time, Permanent CLT Salary: R$2.000,00 \- R$2.895,00 per month Education: * Currently pursuing or having interrupted undergraduate studies (Preferred) Experience: * Leadership (Mandatory) * Customer Service (Mandatory)