OPERATIONS SUPERVISOR

Description

Job Summary: The supervisor will be responsible for managing and leading consultants, ensuring team development, achievement of targets, and customer service quality. Key Highlights: 1. Leadership and development of customer service teams. 2. Focus on KPI analysis and continuous improvement. 3. Management of call center teams with a results-oriented approach. The supervisor will be responsible for managing, monitoring, and leading consultants; ensuring team development, training, and motivation; and delivering targets in accordance with the company's internal policies. Routine responsibilities include call monitoring, providing feedback, managing employee time sheets, conducting terminations, and other duties relevant to the position, such as: * Supervising team activities to achieve established targets; * Conducting monitoring and providing feedback; * Developing and motivating the team to negotiate and resolve end-customer issues; * Performing administrative tasks; * Preserving the work environment, equipment, and furniture available * for their activities; * Staying updated on processes, procedures, products, and the client company's culture; * Acting in accordance with the organization's values and standards; * 100% on-site work. **REQUIREMENTS AND QUALIFICATIONS** * **Bachelor's degree completed or currently pursuing in any field;** * **Solid experience in team management within call center operations;** * **Knowledge of operational KPI analysis and proficiency in tools such as Excel and management systems (dialers, IVR, CRM);** * **Strong leadership, communication, conflict management, and results-oriented skills;** * **Analytical, organized profile with a continuous improvement mindset;** * **Availability to work different shifts, as required by operational needs.** Minimum Education Level: Bachelor's Degree * Medical Plan * Meal Allowance * Life Insurance * Career Development Plan