Customer Service Supervisor

Description

Job Summary: A professional responsible for supervising administrative and customer service operations, ensuring excellence, fulfillment of requests, team management, and process standardization. Key Highlights: 1. Direct team management and technical/behavioral development 2. Participation in strategic meetings with results presentations 3. Liaison with internal and external departments to resolve requests **Description and Responsibilities:** **Schedule:** Monday to Friday **Level:** Professional **Employment Type:** Permanent – CLT Responsible for supervising administrative department and Reclame Aqui operations, ensuring excellence in customer service and fulfillment of departmental requests with quality and productivity. Manages the team directly, monitors KPIs, promotes technical and behavioral development, and ensures process standardization. Acts as the liaison between coordination and analysts, participates in strategic meetings, presents results, and proposes improvements. Also liaises with internal and external departments to resolve requests and implement operational adjustments. * Supervise the administrative and Reclame Aqui team, ensuring excellence in handling requests while maintaining quality standards and operational deadlines; * Open job vacancies and participate in selection processes in partnership with Recruitment and Selection; * Conduct people management: deliver feedback, warnings, suspensions, and terminations when necessary, based on objective criteria; * Plan and approve vacations, days off, and time-off-in-lieu from the hour bank, ensuring operational balance; * Define and adjust work schedules according to operational demand; * Forward formal communications to the HR Department (medical certificates, terminations, commissions, campaigns); * Monitor and analyze departmental KPIs, productivity, and quality, proposing corrective actions; * Participate in meetings with management, superintendence, and executive leadership, presenting results and improvements; * Ensure support to the administrative and Reclame Aqui team in critical situations or those involving banking confidentiality; * Act as a facilitator in liaising with commercial departments, investment funds, and other areas to resolve requests; * Contribute to the planning area by proposing process and system improvements; **Requirements:** * Currently pursuing or completed undergraduate degree; * Proficiency in Excel; Knowledge of the Reclame Aqui platform, ability to handle and respond to customer complaints coordinated with Legal, originating from Procon, Bacen, consumidor.gov.br, and similar entities, negotiation techniques, and shift management. * **Benefits:** Medical assistance, Dental assistance, Internal benefits, Meal allowance