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Job Summary: We are seeking a strategic, analytical, and student-experience-oriented Call Center Manager to lead teams and ensure student satisfaction. Key Highlights: 1. Lead and develop customer service teams focused on retention and satisfaction. 2. Promote excellence in service with a focus on the student experience. 3. Generate insights from data to support continuous improvement and decision-making. **Hello, we are Cruzeiro do Sul Educacional!** We believe in the power of transforming lives through quality education and excellence! Here, we seek to connect diverse individuals so they can build a better world through education — with dedication, respect, and hard work — delivering the best experience and supporting the learning journey of over 500,000 students. Cruzeiro do Sul Educacional S/A is one of the largest and most representative education groups in the country, with academically relevant educational institutions and well-established brands across their respective regions — from basic education schools to higher education institutions. Faculty members and professionals from various areas work in harmony to ensure this daily mission. We are constantly seeking new talent to collaborate toward this goal — whether professionals seeking their first opportunity in the job market or highly experienced individuals. Do you identify with and believe in this purpose, and would you like to work with one of our brands? Join our team! We welcome you with open arms. To apply for one of our positions, please ensure all your information is up-to-date and complete. Feel free to register for all positions of interest; however, we recommend completing one application process before starting another. **Responsibilities and Duties** **Responsibilities and Duties** ----------------------------------- We are seeking a strategic, analytical, and student-experience-oriented Call Center Manager. This leader will be responsible for coordinating customer service units focused on **Reclame Aqui and loyalty**, ensuring operational excellence, data intelligence, and direct impact on student loyalty and satisfaction. ### **Main Responsibilities** * **Customer Service Unit Management**: Lead and develop teams responsible for Reclame Aqui, Retention, Return, and Re-enrollment channels, promoting synergy and results orientation. * **Strategic Planning**: Develop action plans and unit-specific goals aligned with institutional objectives for retention and satisfaction. * **Vendor Management**: Monitor contracts, SLAs, and performance of outsourced customer service partners. * **Service Excellence**: Ensure resolution, empathy, and standardization in all interactions, with a focus on the student experience. * **KPI Monitoring**: Track and analyze KPIs such as SLA, NPS, average response time, retention conversion rate, and return conversion rate. * **Data Analysis and Operational Intelligence**: Generate insights from dashboards and reports to support decision-making and continuous improvement. * **Internal Department Integration**: Collaborate with Marketing, Digital, Academic, Finance, and Technology departments to ensure effectiveness of proposed solutions. * **Crisis and Reputation Management**: Proactively monitor and respond to public feedback (e.g., Reclame Aqui) to safeguard institutional reputation. * **Script and Argumentation Development**: Validate commercial approaches and retention scripts according to student profile and service channel. ### **Desirable Qualifications** * Degree in Business Administration, Communications, Data Science, or related fields. * Proven experience managing customer service operations or contact centers. * Experience with public reputation channels (e.g., Reclame Aqui). * Proficiency in CRM, BI, and data analysis tools. * Leadership skills, active listening, and decision-making ability. * Strategic vision and results orientation. * Knowledge of the education sector is considered a plus. * Availability to work on a rotating schedule across units. **Requirements and Qualifications** **Additional Information** -------------------------- Location: Alphaville – SP and Paraíso – SP \- **(Availability to rotate between call centers is required.)** Schedule: 4 days on-site and 1 day remote. **Benefits:** Medical Assistance, Dental Assistance, Life Insurance, Transportation Allowance and/or Parking, Meal Voucher, Pharmacy Benefit, Gym Partnership \- Total Pass, 2 Full Scholarships (Undergraduate, Postgraduate, and MBA)\* Extends to dependents. Birthday Day Off Profit Sharing (PLR) **Additional Information** If today we are one of Brazil’s largest and most representative educational groups, it is because in 1965 — when our story began with a school in São Paulo’s eastern zone — passionate educators understood that education is the best way to change realities. We were born from the desire to make a difference in people’s lives — a dream realized on a scale far greater than our founders envisioned, where education is our way of transforming the world! More than five decades later, we remain increasingly committed to this mission and, through hard work and dedication, deliver knowledge to over 390,000 students across basic, technical, undergraduate, postgraduate, and extension education — both in-person and distance learning formats. Today, we operate in 16 cities through 12 Higher Education Institutions and five basic education schools in-person, as well as in all Brazilian states and Japan via over 1,000 distance learning centers. **Our Institutions** Regional references that, despite their uniqueness, share a common commitment: delivering quality education relevant to the challenges of our society. **Explore Our Institutions’ Career Pages** Our job openings are distributed by institution. Review available opportunities and apply now! **Federal District** Centro Universitário do Distrito Federal \- UDF **Paraíba** Centro Universitário de João Pessoa \- UNIPÊ **Paraná** Universidade Positivo \- UP Centro Universitário de Pinhais \- FAPI **Rio Grande do Sul** Centro Universitário Cesuca Centro Universitário da Serra Gaúcha \- FSG **São Paulo** Centro Universitário Braz Cubas Centro Universitário Módulo Centro Universitário N. Sra. do Patrocínio \- CEUNSP Colégio Alto Padrão Colégio Cruzeiro do Sul Colégio Ceunsp Universidade Cidade de S. Paulo \- UNICID Universidade Cruzeiro do Sul Universidade de Franca \- UNIFRAN **NATIONAL CALL FOR FACULTY RECRUITMENT \- MASTERS AND DOCTORS** Review faculty opportunities and apply now! **APPLICATIONS UNTIL 11/16/2025** Cruzeiro do Sul Educacional Faculty
