Senior Supervisor

Description

Job Summary: Responsible for supervising and coordinating in-person customer service at regional units, ensuring service quality and compliance with regulatory standards and internal procedures. Key Highlights: 1. Supervise in-person customer service teams 2. Ensure excellence in customer service 3. Handle critical requests and complaints **General Description:** Responsible for supervising, coordinating, and ensuring the quality of in-person customer service at the regional units of the electric power concessionaire, guaranteeing compliance with regulatory standards, internal procedures, and established performance indicators. **Region:** Carmo; Sapucaia; Três Rios; Comendador Levy Gasparian; Paraíba do Sul; Miguel Pereira; Paty do Alferes; Vassouras; Rio das Flores; Valença. **Main Responsibilities:** * Supervise in-person customer service teams at regional agencies, guiding and monitoring employee performance. * Ensure excellence in customer service, providing clear information regarding services, tariffs, new connections, disconnections, reconnections, billing, and other customer requests. * Monitor and analyze performance indicators (SLA, response time, customer satisfaction, productivity, and quality). * Ensure compliance with ANEEL regulations, applicable legislation, and the concessionaire’s internal policies. * Address critical requests, complex complaints, and ombudsman cases. * Identify training needs, technical and behavioral refresher courses, and guidance for customer service teams. * Conduct periodic visits to units under responsibility for process audits and operational alignment. * Support shift scheduling, attendance tracking, vacation management, and staffing requirements. * Prepare managerial reports and present results to coordination or senior management. * Contribute to continuous improvement of customer service processes and customer experience. **Requirements:** * Completed or ongoing undergraduate degree; * Prior experience in team leadership roles; * Strong verbal and written communication skills; * Proficiency in public-facing service delivery; * Proactivity; * Results-oriented mindset; * Typing proficiency; * Basic computer literacy; * Knowledge of people management. * Familiarity with the electric power sector and customer service * Analytical ability and results orientation * Organizational and decision-making skills * Knowledge of regulatory standards (ANEEL) **Driver's License Category B is desirable.** Employment Type: Permanent CLT Salary: R$2\.950,00 per month Benefits: * Medical insurance * Dental insurance * Education allowance * Life insurance * Food voucher * Meal voucher * Transportation voucher