Customer Service Supervisor

Description

Job Summary: Customer Service Supervisor to lead and train teams, ensuring excellence in customer relationship management and customer retention. Key Highlights: 1. Lead and train customer service teams 2. Ensure excellence in customer relationship management 3. Optimize internal processes and protect brand reputation We are seeking a Customer Service Supervisor to ensure excellence in customer relationship management, leading and training the customer service team to resolve requests swiftly, humanely, and efficiently. The ultimate goal is to transform daily interactions into positive experiences that foster customer retention, optimize internal processes, and safeguard brand reputation. More than hiring people, we aim to generate opportunities for everyone, ensuring inclusion of increasingly diverse profiles to strengthen OUR PEOPLE! If you share this mindset, would you like to join this team? **Key Responsibilities:** * Plan and schedule workflow/demands based on daily analysis of management reports and team productivity tracking; * Keep the team consistently updated and technically equipped for task execution through clear communication, targeted training, and feedback, aiming for high-quality information delivery to both internal and external customers; * Conduct monthly and ad-hoc feedback sessions with the entire team, analyzing productive calls to develop and align customer service processes; Analyze and verify the validity of freight discount requests and value cancellations for system validation and release, minimizing customer dissatisfaction impact and assessing financial losses to the organization. * **Education:** * Bachelor’s degree completed in the relevant field or related areas is preferred. **Required Experience for Effective Job Performance** * Minimum 12 months of experience performing duties related to this role **Skills and Competencies:** * Ability to interpret performance metrics to identify bottlenecks and improvement opportunities. * Practical experience with Salesforce systems, telephony platforms, automatic dialers, chatbots, and omnichannel tools. * Proficiency in the Brazilian Consumer Protection Code and the Customer Service Decree, ensuring full operational compliance with applicable laws. * Skill in designing and implementing quality monitoring (call listening, chat/email audits) and service calibration. * Basic understanding of workforce sizing (WFM – Workforce Management) to ensure sufficient agents during peak hours. Minimum Education Level: Bachelor’s Degree * Telemedicine and Medical Assistance (after probationary period) * Pharmacy Benefit Program * Dental Care (after probationary period) * Performance-based bonuses per collective bargaining agreement * Partnership with Total Pass * Meal Allowance or Basic Food Basket * Transportation Allowance * Life Insurance * Psychological Support Platform * Meal Voucher or On-site Cafeteria