Job Summary: We are seeking a Senior Customer Relationship Supervisor to lead call center teams, with a focus on results, service quality, and people development. Key Highlights: 1. Leadership of call center teams 2. Focus on results and service quality 3. People development Location: Uberlândia – MG Work Mode: On-site We are looking for a Senior Customer Relationship Supervisor to lead call center teams, focusing on results, service quality, and people development. Mandatory Requirements * Minimum 2 years’ proven experience supervising call center teams * Experience with performance indicators (SLA, AHT, NPS, productivity, absenteeism, among others) * Skills in people management, feedback delivery, and performance monitoring * Strong communication, organization, and decision-making abilities Availability * Availability to work until 8:00 PM to support operational closing * Availability for weekend shifts (Saturdays and Sundays), with Friday off the following week Main Responsibilities Monitor quality assessments, productivity, punctuality, and attendance by analyzing team performance through reports; develop action plans to improve results; guide the team to ensure achievement of client-established goals and deadlines. Perform control and monitoring of service traffic, monitoring the system in real time, verifying event descriptions that impact operational performance, and developing and executing corrective action plans whenever necessary. Manage direct reports by monitoring individual performance, correcting inappropriate behaviors, delivering positive and negative feedback, participating in final stages of recruitment processes, deciding on disciplinary measures or terminations, and ensuring high-quality internal communication through periodic team meetings to share results, motivation, and foster relationships among team agents. Provide training and operational support to agents regarding the use of services and systems in operations. Identify critical points requiring attention and consideration during team formation, seeking alternatives to maintain operational indicators. Consistently contribute to cost reduction by re-evaluating operational practices within the area under supervision. Preferred Qualifications * Experience as a supervisor in regulated channels * Analytical profile with strong results orientation * Experience in medium- or large-scale operations Employment Type: Permanent CLT Benefits: * Medical insurance * Dental insurance * Life insurance * Meal allowance * Food allowance * Transportation allowance