Description: * Intermediate Microsoft Office skills; * Call center processes; * Crisis management; * 3 years of experience in the field and 6 months as a process leader; * Currently pursuing a bachelor’s degree. The following will be considered advantageous: * Basic understanding of reading and identifying corporate documents, including articles of incorporation; * Google tools (Sheets, Docs); * Currently pursuing a bachelor’s degree; * Embodying the organizational identity of Brisanet Group; * Ensuring compliance with departmental standards, processes, routines, and policies; * Leading and aligning the team through monitoring, training, feedback, task delegation, conflict resolution, motivational initiatives, performance evaluations, hiring requests, reassignment and/or termination requests, and disciplinary actions, among other people management activities; * Promoting and internalizing the organizational culture within the team (Business, Mission, Vision, Values, and Strategy); * Monitoring and analyzing departmental performance indicators and defining short- and medium-term actions to improve deliverables; * Seeking innovations and improvements that enhance productivity and performance in departmental activities; * Supporting audit processes when required; * Preparing and presenting reports, forms, spreadsheets, or documents to leadership as requested; * Participating in the definition of the department’s strategic and budgetary planning, when requested; * Actively participating in organizational meetings and commitments, when requested; * Using individual and collective safety equipment when required; * Performing additional duties related to the position, according to departmental needs and leadership direction; * Supervising team productivity, compliance, and quality of executed procedures; * Supervising service-level agreement (SLA) adherence for customer support; * Ensuring the team has all necessary equipment and resources to perform its activities; * Ensuring impartiality and accuracy in calculating employee commissions and productivity metrics. 2512190202551927091