Call Center Supervisor

Description

Primary Job Objective: Supervise departmental activities, control and monitor processes and infrastructure required for task execution, provide technical and administrative support to teams, and ensure appropriate working conditions, aiming to guarantee client-aligned deliverables and achievement of planned results in compliance with established standards. Job Responsibilities: Supervise customer interactions and completion of technical resolutions according to the predefined operational process; Collaborate with Quality and Backoffice departments during monitoring activities, following predefined criteria; Manage and conduct feedback sessions with team members and maintain corresponding records, ensuring continuous improvement and effectiveness of this process; Monitor and evaluate operational results, analyze daily performance reports, monthly incentive reports, and productivity tracking reports, identify deviations, and propose corrective actions within the scope of authority; Supervise administration and maintenance of store infrastructure under responsibility, collaborate with support departments to provide necessary resources and suitable working conditions, as authorized by company management; Advise and guide the team in analyzing deviations, queries, and issues arising during customer service, and in defining corrective actions; Conduct periodic team meetings to communicate operational information regarding goals, new guidelines, quality feedback, performance results, etc.; Apply disciplinary measures to team members in stores under responsibility, in accordance with internal company policies and within the scope of authority; Monitor and manage employee attendance, punctuality, and schedule changes; Track, verify, and ensure accurate timekeeping records for the team during payroll closing; Oversee implementation of company-defined motivational campaigns. Requirements: Currently pursuing or having completed a bachelor’s degree is preferred; Ability to handle high workload and multiple tasks simultaneously; Proficiency in Microsoft Office suite (Word, PowerPoint, Outlook); intermediate-level Excel skills; Work location: César de Souza – Mogi das Cruzes; Work schedule: 6 days on, 1 day off; Work mode: On-site; Minimum Education Level: High School Diploma (Secondary Education) * Dental insurance * Meal allowance * Health insurance * Childcare assistance * Life insurance * Food allowance