Job Summary: Manage and guide customer service teams, plan and monitor performance outcomes, and develop strategies for continuous improvement and excellence. Key Highlights: 1. Team management and development for customer service teams 2. Operational performance planning and monitoring 3. Strategic alignment interface with executive management and clients Requirements: Reside in Salvador or Lauro de Freitas; Completed undergraduate degree; Minimum 12 months of experience in the field. Responsibilities: Manage the team of customer service coordinators; Plan, execute, and monitor productivity and quality results of operations; Develop action plans to reverse negative performance trends; Guide the team of customer service coordinators through monitoring, meetings, and feedback; Participate in internal and external recruitment processes for coordinator and supervisor positions; Maintain internal and external relationships; Present operational productivity results to company executive management and clients; Maintain direct and ongoing contact with clients for strategic alignment; Interface with other company departments to ensure cohesive workflow across all areas; Manage and monitor sales and customer service KPIs to ensure results, quality, and excellence in customer service; Monitor and approve office supply purchases; Request and validate training for the entire channel to orient and refresh the workforce with knowledge essential for optimal performance; Monitor monthly performance indicators; Approve and design motivational campaigns and initiatives; Develop strategies to counter competitors' sales actions; Evaluate team performance and provide individual feedback to leaders; Conduct onboarding for all team members (Organizational Climate); Hold monthly forums with operations teams to identify challenges, gather improvement suggestions, and implement solutions; Present results to clients and validate monthly billing; Monitor daily adherence (% of logged-in PAs \- revenue); Develop and validate monthly operational goals and action plans focused on improving KPIs; Conduct weekly cross-departmental meetings (Operations / HR / Planning) and distribute meeting minutes (ATA) documenting all identified process improvement points; Monitor and validate departmental weekly schedules. Minimum Education: Undergraduate Degree * Transportation Allowance (VT) * Meal Allowance (VA) * Health Insurance * Dental Insurance * SESC Partnership * Wellhub
João Silva
Indeed · HR
João Silva
Indeed · HR
