We are looking for a **Customer Service Supervisor**, preferably with experience in **Call Centers**, to lead teams, ensure service quality, and guarantee the achievement of operational goals and KPIs. **Main Responsibilities:** * Supervise and monitor the customer service/call center team; * Monitor individual and collective performance (goals, productivity, and quality); * Deliver feedback, training, and team development initiatives; * Ensure compliance with procedures, scripts, and internal policies; * Track KPIs (SLA, AHT, AWT, conversion, retention, NPS, among others); * Address customer requests and critical situations; * Prepare reports and present results to management; * Support recruitment, onboarding, and follow-up of new employees. **Requirements:** * Completed high school education (a college degree is a plus); * Proven experience as a supervisor or team leader; * Prior experience in **call centers** (inbound, outbound, or hybrid); * Knowledge of customer service and sales KPIs; * Basic/intermediate proficiency in computer skills and customer service systems. **Desired Competencies:** * Leadership and people management; * Clear and assertive communication; * Analytical ability and decision-making skills; * Organization and sense of priority; * Results-oriented mindset and focus on service quality; * Proactivity and problem-solving attitude. **We Offer:** * Competitive market-based salary; * Benefits according to company policy; * Ongoing training and professional development; * Professional and collaborative work environment; * Growth opportunities. **Work Location:** Benedito Bentes, Maceió / AL **Working Hours:** 10:00 AM to 8:00 PM (Monday to Saturday) Job Type: Full-time CLT Compensation: Up to R$2\.500,00 per month Benefits: * Meal Allowance * Transportation Allowance