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Job Summary: We are seeking a professional focused on management and innovation to lead teams, optimize processes, and ensure excellence in customer experience while fostering a positive work environment and continuous development. Key Highlights: 1. Team management and development with a focus on innovation and continuous improvement. 2. A work environment that values diversity, ethics, and transparency. 3. Opportunities for professional development and career growth. Here, we want you \#YourWay! We want you to join our team exactly as you are. We expect you to have: * Focus on delivering the best experience for our customers. * Agility and commitment to your deliverables. * Ethics and transparency across all company processes. * Respect for diversity. * An innovative mindset, seeking to do things differently and with excellence in your activities. **Responsibilities and Duties** We want your contributions to: * Manage, guide, schedule, and monitor the team; * Mitigate risks of errors and failures in information generation and sharing; * Minimize the likelihood of procedural/process errors by the team; * Ensure that processes and procedures aimed at improvement opportunities—through innovation—are implemented; * Ensure that improvement/general projects are executed within scope and schedule; * Communicate with other company departments regarding projects and routine activities; * Ensure optimal utilization of human resources, and that other resources (mass campaigns, digital tools, dialers) are applied as planned; * Support and maintain team development (IDPs, feedback, training, and best practices), and monitor team progress; * Foster a safe, healthy, and encouraging (psychologically and methodologically) environment for the entire team; * Maintain solid and healthy relationships with clients (internal/external); * Support and ensure the creation of metrics and strategies to enhance operational results (excluding customer service); * Ensure accuracy in workforce planning, provide supporting data, monitor execution of plans, and adjust sizing when necessary (applicable to customer service portfolios); **Requirements and Qualifications** What are the requirements? * People management techniques (feedback, IDPs, 1:1 meetings, engagement, team building, etc.); * Knowledge of programming language functionalities (R, Python, SQL, BI); * Proficiency in Excel; * Intermediate knowledge of Microsoft Office suite; * Intermediate knowledge of dialer systems; * Knowledge of active/receptive workforce planning methodologies; * Expertise in contact center and planning; * Data analysis techniques; **Additional Information** What else will you find here? * **Meal Allowance** * **Transportation Allowance** * **Benefits Club:** An exclusive benefits club for our Paschoalovers, offering discounts at numerous partner establishments. * **Wellz Care:** An online therapy platform granting Paschoalovers access to 52 free sessions. * **Gympass:** All employees receive access to Gympass—a quality-of-life platform offering gyms and physical activities at highly reduced rates. * **Birthday Day Off:** All employees are entitled to a day off on their birthday. * **Maternity and Paternity Leave:** We offer 6 months of maternity leave and 20 days of paternity leave. These benefits are complemented at Paschoalotto by professional development opportunities, a structured career program, access to health and wellness initiatives, a relaxed work climate, interaction with diverse and plural individuals, and space for learning and innovation. All our \#vacancies are also open to people with disabilities and/or retirees. So, are you up for the challenge? At Paschoalotto, for over 26 years, we have transformed the relationship between companies and customers through innovative and customized solutions. We are the largest employer in the central-western region of São Paulo state, with over 15,000 employees across Bauru, Agudos, Marília, and Ribeirão Preto—and here, you can build your career, make a difference, and positively impact the community. We value agility, excellence, customer centricity, and diversity & inclusion—creating an environment where you can truly be yourself. If you’re looking for a place to genuinely grow, come be a \#Paschoalover and join us on this journey!
