**Description and Responsibilities:** **Schedule:** TO BE AGREED **Level:** Professional **Employment Type:** Permanent – CLT **?? What You Will Do (Responsibilities)** * Manage the **customer service team** to ensure achievement of daily targets and service quality. * Implement ongoing training focused on techniques of **effective communication** and conflict resolution. * Supervise call flow and escalate complex requests to ensure customer satisfaction. * Manage work schedules and shifts to maximize team productivity. **?? How You Will Interact and Make an Impact** * Collaborate with **quality** and **operations** teams to enhance internal processes and reduce average handling time. * Develop management reports for leadership to facilitate strategic decision-making. * Foster an inclusive and motivating work environment, encouraging continuous improvement and team engagement. * Serve as a liaison between the customer service team and other departments, ensuring alignment and focus on business objectives. **Requirements:** **?? Technical Competencies** * Proven experience in **call center team management** and customer service operations. * Advanced knowledge of **performance monitoring tools** and quality metrics. * Proficiency in **Microsoft Office**, especially Excel for data analysis. **?? Behavioral Competencies** * Motivational leadership skills and ability to develop teams. * Ability to communicate clearly, assertively, and empathetically. * Proactivity in conflict resolution and decision-making. * Results orientation and focus on customer experience. * Adaptability to change and dynamic environments. **?? Preferred Qualifications** * Knowledge of agile methodologies applied to team management. * Certifications in customer service or call center management. * Experience in continuous improvement and quality initiatives. **Benefits:** No benefits reported
João Silva
Indeed · HR
João Silva
Indeed · HR
