Customer Service Leader

Description

Job Summary: Professional to lead a team, manage daily routines, prepare reports, analyze patient satisfaction, and ensure excellence in healthcare service delivery. Key Highlights: 1. Lead and guide the customer service team 2. Ensure performance and quality standards 3. Contribute to the continuous improvement of institutional processes We are over 12,000 employees working within an institution that values its workforce and diversity. Ethics, respect, and excellence in management are central to Seconci\-SP’s mission. Our guiding principle is to provide humane, high\-quality care, as we work with an extremely precious asset: Health. Join us and become part of a team committed to **saving lives and building Brazil.** **Responsibilities and Duties** * Lead the customer service team by providing guidance, support, clarifications, and instructions aligned with institutional guidelines to ensure adherence to performance and quality standards. * Plan and manage the team’s daily workflows, defining customer\/patient engagement techniques and strategies to achieve established goals and deadlines. * Prepare periodic reports according to departmental procedures, providing necessary information to immediate supervisors for critical analysis and performance improvement. * Manage supply and printed material requests, ensuring adequate stock levels across departments. * Analyze user\/patient satisfaction surveys, monitor team performance, and propose adjustments to ensure service complies with institutional standards and regulations. * Immediately escalate issues to support areas to resolve matters that may compromise immediate customer service, thereby safeguarding quality and satisfaction. * Participate in multidisciplinary groups and committees, when relevant, to contribute to the continuous improvement of institutional processes. * Maintain frequent contact with internal and external customers via phone or in person, ensuring high\-quality service and resolving issues that may affect workflow efficiency and deadlines. * Represent the department in the absence of the immediate supervisor, ensuring compliance with regulations and smooth operational continuity. * Supervise documentation management processes—both internal and external—ensuring traceability and quality in archiving and document retrieval. * Strictly comply with standard operating procedures related to assigned activities, ensuring operational efficiency and conformity with institutional policies. * Participate in official institutional training programs when requested, to foster continuous development and enhance procedures and service quality. * Provide administrative support to internal and external customers, managing deadlines, priorities, and ensuring user satisfaction. **Requirements and Qualifications** * Completed High School education; * Proficiency in Microsoft Office suite; * Prior leadership experience. **Additional Information** **Additional Information:** * Location: Avenida Doutor Odair Pacheco Pedroso, 171, R. Alga Marinha, 200 \- Jardim Monte Santo, Cotia \- SP, 06717\-200 * Schedule: 7:00 AM to 4:48 PM, Monday through Friday. **Benefits** * Meal Voucher; * Food Allowance; * Transportation Voucher; * Daycare Assistance; * Group Life Insurance; * Payroll\-deducted Loan; * Outpatient and Dental Care \- SP. * **Partnerships:** * Education Incentive / Universities; * Pharmacies; * SESC. Seconci\-SP \- Social Service of the Civil Construction Industry of the State of São Paulo—is a nonprofit, philanthropic entity founded in March 1964 by a group of construction industry entrepreneurs to serve construction workers and their families. Headquartered in São Paulo city, Seconci\-SP operates 12 additional outpatient units across the State of São Paulo, delivering medical, dental, diagnostic, and complementary health services. **INTEGRATED OCCUPATIONAL HEALTH AND SAFETY MANAGEMENT** Beyond serving construction workers, Seconci\-SP has, for over 25 years, advised companies across all sectors on integrated Occupational Health and Safety (OHS) management. Its dedicated team comprises experienced and highly qualified professionals—including occupational physicians, safety engineers and technicians—as well as specialists widely recognized in the market. Another key differentiator: Seconci\-SP utilizes SOC, the market\-leading system for OHS management. Seconci\-SP supports companies in implementing preventive actions aimed at improving workers’ quality of life, increasing productivity, and reducing operational costs. **SOCIAL HEALTH ORGANIZATION \- SHO** Leveraging its extensive experience in health care and its longstanding partnership with the State of São Paulo—having removed thousands of users from SUS waiting lists—Seconci\-SP was invited in 1998 to participate in the qualification process for the country’s first generation of Social Health Organizations (SHOs). It assumed management responsibilities for health facilities in partnership with the State and Municipality of São Paulo.