Job Summary: Manage and supervise Call Center operations, ensuring productivity, quality, and excellence in customer service. Key Highlights: 1. Experience in managing Call Center operations 2. Focus on planning and monitoring results 3. Team management and relationship management with executive leadership and clients Requirements: Completed undergraduate degree + specialization; Experience as an Operations Manager in a Call Center Responsibilities: Manage the team of customer service coordinators; Plan, execute, and monitor results related to operational productivity and quality; Develop action plans to reverse negative performance trends; Participate in internal and external recruitment for coordinator and supervisor positions; Maintain internal and external relationships; Present operational productivity results to company executive leadership and clients; Manage and monitor sales and customer service KPIs to ensure target achievement, quality, and excellence in customer service; Request and validate training for the entire channel to guide and refresh the workforce with the knowledge required for optimal job performance; Monitor daily adherence (% of logged-in agents - revenue); and other duties related to the position. Minimum Education: Undergraduate Degree * Transportation Allowance (VT) * Meal Allowance (VA) * Health Insurance * Dental Insurance * Parking
João Silva
Indeed · HR
João Silva
Indeed · HR
