Join a growing operation and become part of a team that values development, innovation, and people! Education, Qualifications, and Skills: * Completed or currently pursuing a Bachelor’s degree; * Minimum 1 year of experience in management (experience in inbound customer service is desirable); * Knowledge of operational metrics (ASA, service level, SLA, etc.); * Proficiency with call center tools (IVR, dialer, CRM, omnichannel); * Leadership profile, strong communication skills, analytical mindset, and decision-making ability. Responsibilities: * Lead, monitor, and develop the team of supervisors and agents; * Conduct performance feedback and evaluations; * Ensure achievement of quality, productivity, and SLA targets; * Monitor and analyze operational metrics (ASA, service level, turnover, absenteeism, etc.);• Size the team according to demand; * Manage schedules, breaks, vacations, and staff reassignments; * Collaborate closely with Planning/WFM; * Prepare and analyze operational and strategic reports; * Present results to senior management and clients; * Identify opportunities for process improvement and optimization; * Support internal and external audits;• Interface with HR, IT, Payroll, Quality, Sales, and other internal departments; * Maintain relationships and alignment with contracted clients; * Support identification of technical issues and escalate to responsible departments. Benefits: * Meal allowance * Transportation allowance * Dental plan * Life insurance * Partnerships and commercial discounts Salary: To be discussed Join our team! Send your resume and start building your career with us. WhatsApp: (51) 99321-9911 E-mail: recrutamento@stservicosempresariais.com.br Instagram: @stservicosempresariais Job Type: Full-time, Permanent CLT Pay: R$1.828,94 – R$3.500,00 per month Benefits: * Dental assistance * Company-provided mobile phone * Partnerships and commercial discounts * Life insurance * Meal allowance * Transportation allowance Work Location: On-site