Operations Coordinator

Description

Job Summary: Call Center Operations Coordinator responsible for managing customer service operations, ensuring team performance, tracking key metrics, and implementing continuous improvements. Key Highlights: 1. Call center operations management and team performance 2. Monitoring and analysis of operational metrics 3. Team leadership and people management Requirements: Must be over 18 years old; Reside in Belo Horizonte or nearby central regions; Education: Completed Bachelor's degree; Proficiency in Microsoft Office suite; **Description:** We are seeking a **Call Center Operations Coordinator** to manage customer service operations. This professional will be responsible for ensuring team performance, monitoring quality and efficiency metrics, implementing continuous improvements, and supporting the development of supervisors and agents. Responsibilities: * Coordinate daily call center activities, ensuring adherence to established processes and targets; * Monitor and analyze operational metrics (NPS, AHT, SLA, Absenteeism, Turnover, Quality, etc.); * Support and guide supervisors and team leaders; * Develop and implement action plans to improve results; * Conduct alignment and feedback meetings with the leadership team; * Serve as the point of contact for partner departments and internal/external clients, ensuring service quality. * Prior experience as a **Call Center Coordinator or Supervisor**; * Knowledge of **performance metrics management** and quality monitoring tools; * Skills in **team leadership** and people management; Minimum Education: Bachelor's degree * Discounts at partner companies * Transportation allowance * Medical/dental plan * Meal allowance * Wellhub (Gym pass)