Customer Service Supervisor (8)

Description

Job Summary: The professional will supervise and manage customer service teams, ensuring service quality, customer satisfaction, and continuous process improvement. Key Highlights: 1. Leadership and management of customer service teams 2. Continuous improvement of customer satisfaction and processes 3. Development of performance indicators and conflict resolution Description: Apply quickly via email: Requirements and Qualifications: * Supervise and monitor public-facing customer service activities, ensuring service quality; * Develop work schedules, staff reassignments, and team training; * Manage conflicts between service agents and citizens, fostering a harmonious work environment; * Identify staff training and development needs; * Conduct performance feedback and monitoring; * Monitor and analyze performance and service quality indicators; * Prepare and analyze managerial and operational reports, proposing improvements; * Apply methodologies for performance measurement and suggest adjustments to processes and team sizing; * Ensure compliance with internal policies and customer service procedures; * Supervise reception, document triage, and counter service; * Monitor the document issuance process and ensure its compliance; * Relationship and Integration; Coordinate with other departments to align processes and operational standards; * Analyze user suggestions and complaints and forward solutions; * Support the Customer Service Manager in daily routines and strategic planning; * Maintain a safe and orderly work environment, equipment, and materials; * Ensure compliance with safety, health, and compliance regulations. Responsibilities and Duties: * Effective management of the customer service team. * Continuous improvement of customer satisfaction. * Reduction of average service time. * Implementation of regular team training. * Development of performance indicators (KPIs). * Efficient resolution of conflicts and complaints. * Promotion of a positive work environment. * Coordination of regular feedback sessions with the team. * Preparation of monthly performance reports. * Integration of new technologies into customer service. Work Schedule: Availability to work Monday through Friday, from 7:30 AM to 5:18 PM Knowledge Requirements: Education: Bachelor's Degree — (Organizational Administration / Financial Administration / Communication / Ethics and Citizenship / Prevention and Health / Digital Inclusion (Office Suite) / Corporate Sociology / Business Law / Human Resources). — Completed 2512110202491630236