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Job Summary: Pluris is seeking a professional to manage the customer service team, ensure KPI achievement, conduct business analysis, and optimize the customer experience with a focus on transparency and excellence. Key Highlights: 1. Team management and contractual KPIs 2. Business analysis and process improvement 3. Opportunity for growth and a welcoming environment About Pluris! Pluris is a Customer Process Outsourcing (CPO) company that bridges enterprises and consumers, bringing empathy and a people-first mindset to its core. Transparency and Excellence are our pillars across all daily activities. At Pluris, you’ll find engaged professionals committed to delivering the best consumer experience and united in overcoming every challenge along the way. Here, we work together and grow together. Every day, we discover and co-create new stories—we’re waiting for your connection with us. What will be your responsibilities? Managing the customer service team to ensure delivery of contractual KPIs; Acting as the liaison between the client and internal Pluris departments; Monitoring real-time reports to enable swift and effective actions whenever an indicator deviates from target; Conducting business analyses and generating opportunities for process improvement; Mapping the customer journey to enhance customer experience and increase satisfaction; Presenting performance results to Pluris’ customer service management and the contracting client; Designing motivational campaigns; Developing, reviewing, and monitoring audits; Managing employee timesheets to prevent payroll errors; Conducting quality and process monitoring to correct identified deviations and identify improvement opportunities; Identifying customer retention opportunities within the IVR system (navigation, script). We’d love to get to know you better. The required skills and knowledge to excel in this role are: Experience in pharmaceutical call centers and registration in Pharmacovigilance; Completed or ongoing undergraduate degree in health-related fields. Intermediate Excel proficiency; What you’ll find here: A relaxed work environment where you can be your best self; A talented and highly motivated team striving for exceptional results; Encouragement and autonomy to implement your ideas; Respect and appreciation for people; Coffee throughout the day, tasting just like home; A relaxation area to rest and recharge; A cafeteria offering convenience during your lunch break; A daily break for stretching and physical activities to balance your routine; Special themed or celebratory activities to strengthen relationships with colleagues and add fun to your day. And more benefits: Work schedule Monday to Friday, 08:00–17:48; initial on-site model; remuneration to be discussed + VT (Transportation Voucher) + VR/VA (Meal Voucher: R$ 17.00/day) + AM (Medical Assistance) + AO (Dental Assistance) + Partnerships with educational institutions + Gympass. Pluris is located in Brooklin – SP. We cultivate an environment where differences are valued in our daily operations, fostering greater empathy and creativity. We are committed to inclusion and proud of our diverse team—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age—all team members operate freely and respectfully every day. Minimum Education Level: Undergraduate Degree Desired Education Fields:* Nutrition, Undergraduate Degree * Biomedicine, Undergraduate Degree * Nursing, Undergraduate Degree * Pharmacy and Biochemistry, Undergraduate Degree * Transportation Voucher * Meal Voucher * Childcare Assistance * Education Assistance * Medical Assistance * Dental Assistance
