Customer Service Center Supervisor

Description

Job Summary: Analyze root causes of complaints, monitor deadlines, ensure quality, and draft responses to customers and agencies, maintaining interface with company departments. Key Highlights: 1. Monitoring and analysis of customer and agency demands. 2. Preventive action in conflict resolution and response drafting. 3. Monitoring of indicators to suggest service improvements. **TIC Trens Concessionaire is a company of the Comporte Group (a Brazilian holding comprising companies engaged in road and urban passenger transport, cargo transport, and tourism) and CRRC (a leading Chinese company in manufacturing and supplying railway materials and supplies worldwide).** **We operate in the São Paulo region. We currently have an opportunity for a Technical Assistant – Occupational Safety and Health.** **If you meet the requirements for this opportunity, please apply and do not hesitate to share it with your network.** **Our job openings are also inclusive.** **\#TICTrens \#opportunities** **Responsibilities and Duties*** Monitor the presentation of contractual quantitative and qualitative surveys to company departments; * Ensure the quality of responses provided to customers and agencies; * Monitor compliance with response deadlines through daily tracking of open demands and complaints; * Analyze the root cause of received complaints; * Send e-mails to departments via workflow for assessment of complaint validity; * Ensure correct classification of complaints in the system; * Maintain constant interface with company departments to proactively resolve conflicts and gather supporting information for drafting responses; * Monitor demands arriving through official communication channels, ensuring accurate reporting and forwarding to relevant departments for handling, and guaranteeing preparation and submission of responses within contractually stipulated or legally required deadlines; * Monitor the overall complaints indicator, including identification of recurring issues, and based on such findings, propose and suggest service delivery improvements, recommending the launch of action plans by responsible departments; * Supervise team members, provide feedback, manage shift scheduling, administer overtime bank, assess service quality, and conduct training. **Requirements and Qualifications** Bachelor’s degree in Social Communication and/or related fields. **Additional Information** **Medical Assistance (SulAmérica)** – Take care of your health with one of the market’s top-tier plans, ensuring quality and security for you. **Meal Allowance** – R$ 1\.154,00 per month for your meals. **Transportation Allowance** – Convenient mobility for your daily commute. **Profit Sharing (PLR)** – We recognize your performance with variable compensation aligned with company results. **Wellhub Partnership** – Access to gyms, studios, and wellness apps to support your physical and mental health. TIC Trens Concessionaire is a company of the Comporte Group (a Brazilian holding comprising companies engaged in road and urban passenger transport, cargo transport, and tourism) and CRRC (a leading Chinese company in manufacturing and supplying railway materials and supplies worldwide). TIC Trens will be responsible for the implementation, operation, and maintenance of the North Axis Intercity Train, connecting São Paulo to Campinas, reaching speeds up to 140 km/h, with capacity for up to 860 passengers per trip. The 101-km route will offer an express service between Barra Funda Terminal, Jundiaí, and Campinas, lasting 64 minutes. There will also be the Intermunicipal Train (TIM) between Jundiaí and Campinas, covering 44 kilometers in 33 minutes. The project further includes operation, maintenance, and modernization of São Paulo’s Line 7\-Rubi metropolitan train line.****