Call Center Supervisor

Description

Job Summary: Supervise departmental activities, control processes and infrastructure, and provide technical and administrative support to ensure planned deliveries and results. Key Highlights: 1. Supervise customer service interactions and technical resolutions 2. Manage and deliver feedback to team members 3. Advise and guide the team in deviation analysis Primary Job Objective: Supervise departmental activities, control and monitor processes and the infrastructure required for work execution, provide technical and administrative support to teams, and ensure appropriate working conditions, thereby guaranteeing client-aligned deliveries and achievement of planned results in compliance with established standards. Job Responsibilities: Supervise customer service interactions and completion of technical resolutions according to the pre-established operational process; Collaborate with Quality and Backoffice departments in monitoring activities, following pre-established criteria; Manage and execute feedback actions for team members and maintain corresponding records to ensure continuous improvement and effectiveness of this process; Monitor and evaluate operational results, analyze daily performance reports, monthly incentive reports, and productivity control reports, identify deviations, and propose corrective actions within one's authorized scope; Supervise administration and maintenance of store infrastructure under one's responsibility; coordinate with support departments to provide necessary resources and appropriate working conditions, as authorized by company management; Advise and guide the team in analyzing deviations, doubts, and issues arising during customer service, and in defining corrective actions; Conduct periodic team meetings to communicate operational information regarding targets, new guidelines, quality and performance feedback, etc.; Apply disciplinary measures to team members in stores under one's responsibility, in accordance with one's authorized scope and internal company policies; Monitor and control employee attendance, punctuality, and schedule changes; Review, verify, and ensure accurate timekeeping records for one's team at 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 multitasking; 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 method: On-site; Minimum Education Level: High School Diploma (Secondary Education) * Meal Allowance * Life Insurance * Childcare Assistance * Medical Assistance * Dental Assistance * Food Voucher