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Job Summary: Supervision of a CX team, focusing on performance, engagement, feedback, and development of operators to achieve excellence in customer service. Key Highlights: 1. Inspiring leadership and people development 2. Focus on innovative solutions and resilience 3. Dynamic and collaborative environment with a career development plan **WE ARE MUCH MORE THAN A COLLECTIONS COMPANY** ------------------------------------------------- **Concilig** has built a solid reputation among major Brazilian companies, grounded in **advanced technology**, **proven effectiveness**, and **excellence in service delivery**. **With constant focus on innovation** and market demands, we offer **customized solutions**, continuously refined to ensure **superior results and memorable experiences**. Our goal is to **achieve maximum performance across the Customer Journey**, intelligently and effectively integrating all touchpoints between **customers and companies**. We provide a **unique, valuable, and successful omnichannel experience** for every brand that trusts our services. Everything is **interconnected** — supported by **cutting-edge technology** and the **best human capital**, making Concilig an environment of growth, purpose, and achievement. **Concilig: connect experiences, satisfaction, and new possibilities.** ----------------------------------------------------------------------- **Prepare for a new level in Customer Experience and Customer Journey.** #### **Concilig\-yourself. Connect the dots, link the results.** **Responsibilities and Duties** **MAIN ACTIVITIES:** * Monitor and communicate operator productivity; * Manage breaks and monitor the operations dashboard; * Motivate the team, ensuring pace and engagement; * Monitor absenteeism and implement corrective measures when necessary; * Conduct call listening sessions and deliver timely feedback; * Address timekeeping discrepancies and manage team vacation schedules; * Ensure compliance with operational rules and strategies; * Deliver performance feedback and track individual progress; * Design and execute **motivational campaigns**; * Analyze service, quality, and incident volume reports; * Develop operators for excellence in service delivery and goal attainment; * Update the **operational logbook**; * Monitor operational availability and queues; * Support training and refresher sessions in partnership with the Quality department; * Collaborate with staff departments to understand processes and strategies. **Requirements and Qualifications** **SELECTION PROCESS – CX SUPERVISOR** **Location:** Lins/SP **Employment Type:** CLT **Working Hours:** Mon–Fri – 10:00 AM to 8:00 PM (with 1h12 lunch break) Work on Saturdays for 6 hours, on a rotating shift basis. **Recruitment Type:** Internal and External (simultaneously) **JOB REQUIREMENTS:** * Must be over 18 years old; * Currently pursuing or holding a Bachelor’s degree; * Prior experience in leadership and management roles **HARD SKILLS:** * Proficiency in **Microsoft Office Suite**; * Data and report analysis; * Familiarity with **outbound operations routines**; * Monitoring and interpretation of operational KPIs. **SOFT SKILLS:** * Inspiring leadership; * Clear and empathetic communication; * Ability to develop people; * Focus on innovative solutions; * Resilience and flexibility when facing challenges. **Additional Information** **BENEFITS** **Health Insurance** **Dental Insurance** **Career Development Plan** **Wellhub (Gympass)** **Meal Allowance** **Transportation Allowance** **Childcare Assistance** (up to 18 months) **Extended Maternity and Paternity Leave** **Recognized as one of the ***Most Amazing Places to Work*** At Concilig, we believe that **our role goes beyond delivering results for our clients and partners — it’s about transforming lives**. Here, you’ll find a dynamic, collaborative, and opportunity-rich environment where you can grow, learn, and make a difference. We are one of the largest customer service and BPO companies in Brazil, recognized for valuing people, promoting diversity, and investing in talent of all ages, backgrounds, and life stories. Our purpose is to create opportunities and generate positive impact — both inside and outside the company. If you’re looking for a place where you can **advance professionally, develop your skills, take pride in your work, and be authentically yourself**, join the Concilig team! Here, your work has voice, purpose, and future.
