Certification Supervisor

Description

Job Summary: We are seeking a professional to manage teams, develop operational policies, monitor productivity indicators, and ensure customer satisfaction, contributing to fraud prevention. Key Highlights: 1. Lead and engage the team in the company's purpose 2. Develop operational policies and monitor deliverables 3. Stay updated on market trends and innovations Join our **\#WayofBeingWHO!** WHO is a company dedicated to building a fairer society through **fraud prevention**, ensuring that all contracted products and services reach the right people. Our mindset is rooted in indignation toward all forms of fraudulent activity. Our **\#WayofBeingWHO** cultivates **transparency** and **flexibility** — from processes to relationships — and encourages daily **ownership** by our team. Every individual plays a vital role in our story. If you seek a place to grow and wish to feel part of the daily fight against fraudsters? **\#JoinWHO!** Key Responsibilities: * Manage the team, supporting development and task management, providing feedback, motivation, and engagement with the company's purpose; * Develop operational policies and procedures, and monitor departmental operations and deliverables; * Manage and monitor team performance indicators and productivity, conducting periodic technical alignment; * Ensure execution of the Supervisor’s daily agenda: delivering feedback, conducting monitoring sessions, meeting SLA requirements, implementing motivational actions, developing the team, overseeing operational routines, opening system tickets, and tracking indicators; * Review, monitor, and distribute incoming email requests, assessing pending items, bottlenecks, and delays; * Engage directly with customers whenever necessary, ensuring satisfaction for both the team and customers; * Check and analyze performance indicators, monitor team progress, and report results to the Team Leader; * Report activity progress, changes, and improvement initiatives to the direct manager; * Participate in meetings with leadership and customers as needed; * Stay current on market trends, innovations, needs, and new business opportunities, proposing process improvements, cost reductions, and productivity gains related to the area; * Perform other duties related to this position. **Benefits:** * Transportation allowance (or fuel allowance). * Flash Card (flexible for meals and/or food) R$: 31.43 * TotalPass (discounts at gyms and studios for physical activity). * C4Life (support services including psychological, financial, social, legal guidance, and PET assistance). * Unimed co-payment health plan (available after probation period). * Pet Guapeco co-payment health plan. * Odonto Prev dental plan (available after probation period). * Daycare allowance for mothers with children up to 2 years old. R$317.49 * Life insurance. * SESC discounts. * Discounts at partner universities for undergraduate and postgraduate programs. * Birthday Off (day off on your birthday) If you’re ready to grow and join this daily fight against fraud, **\#JoinWHO!** Availability required for afternoon and night shifts.