Description: What do you need to have? * Bachelor's degree in Administration, Marketing, Economics, or related fields; * Experience leading call center teams; * Knowledge of collection strategies; * Knowledge of Customer Experience and Customer Success strategies; * Experience with CRM tools and NPS. Nice to have: Postgraduate degree in Customer Success, Project Management, or related fields. What will your routine be like? * Coordinate call center operations with a focus on active collections, retention, loyalty, and customer support; * Monitor daily performance metrics across areas: * Collections: recovery rate, promises kept, collection escalation ladder, contact effectiveness; * Customer Service/Relationship: NPS, CSAT, resolution rate, average handling time, conversion, and retention; * Implement continuous improvement strategies, collection campaigns, and Customer Success workflows; * Actively participate in developing processes, scripts, workflows, and relationship escalation ladders; * Conduct data analysis and present results to management; * Monitor critical cases, sensitive negotiations, and high-impact interactions; * Develop customized collection strategies for different customer profiles; * Enhance the customer experience by identifying and resolving bottlenecks. 2512060202191906921