Customer Service Supervisor

Description

Job Summary: The Customer Service Supervisor will lead teams, manage processes and KPIs to ensure excellence in customer experience and continuous improvement. Key Highlights: 1. Lead and develop a high-performance customer service team 2. Focus on excellence in customer experience and continuous improvement 3. Manage KPIs and optimize customer service processes **About the Role** We are seeking a Customer Service Supervisor with strong experience in people, process, and KPI management, focused on customer experience excellence and continuous improvement. This role is responsible for leading the customer service team, ensuring contact quality, and achieving performance, satisfaction, and productivity targets. **Responsibilities** * Lead, develop, and motivate the customer service team (phone, chat, e\-mail, WhatsApp, etc.), ensuring a healthy work environment and high performance. * Monitor, analyze, and manage customer service KPIs (ASA, AHT, SLA, NPS, CSAT, productivity, absenteeism, rework, complaints, etc.). * Implement, review, and standardize customer service processes, scripts, and workflows, ensuring efficiency and compliance with internal policies and applicable regulatory standards. * Collaborate closely with Quality, Customer Success, Ombudsman, and other departments to ensure a unified customer view and effective resolution of customer interactions. * Identify opportunities to improve the customer journey and propose action plans to reduce errors, rework, response time, and dissatisfaction. * Design, deliver, and monitor onboarding, refresher, and continuous development training for the team (products/services, systems, customer service techniques, communication, LGPD, etc.). * Conduct individual and group feedback sessions, tracking performance through goals, dashboards, and management reports. * Ensure adherence to scripts, standard operating procedures (SOPs), and internal policies, maintaining courteous, ethical, and company-value-aligned service. * Support workforce scheduling, team allocation, timekeeping control, and capacity planning (forecast vs. demand). * Prevent and manage customer service crises (demand spikes, incidents, sensitive complaints) while maintaining clear communication with leadership. **Mandatory Requirements** * Bachelor’s degree completed in Business Administration, Service Management, Management Processes, or related fields. * Proven experience supervising/coordinating customer service teams (minimum 0 3 years in a leadership position). * Experience managing by KPIs and using data analysis for decision-making. * Experience in training, upskilling, and developing customer service teams. * Proficiency in customer service tools (IVR, CRM, chat, e\-mail, etc.) and strong familiarity with Excel/spreadsheets for results analysis. * Excellent verbal and written communication skills, analytical mindset, and problem-solving orientation. **Desirable Differentiators** * Experience in recurring-service companies (e.g., asset protection, insurance, healthcare, financial services, telecom, or similar). * Knowledge of Customer Success, customer journey management, and/or customer service quality methodologies. * Basic understanding of LGPD as applied to customer service. * Prior experience in Ombudsman, Customer Service Quality, or GRC functions focused on customer experience. **Behavioral Competencies** * Results-oriented and customer-experience-focused. * Inspirational leadership and ability to develop people. * Organization, discipline, and execution capability. * Process-oriented mindset and commitment to continuous improvement. * Resilience, strong conflict management, and quick, responsible decision-making. Compensation: starting at R$2\.800,00 per month Screening Question(s): * Bachelor’s degree completed in Business Administration, Service Management, Management Processes, or related fields? * Proven experience supervising/coordinating customer service teams (minimum 0 3 years in a leadership position)? * Experience managing by KPIs and using data analysis for decision-making? * Experience in training, upskilling, and developing customer service teams? * Proficiency in customer service tools (IVR, CRM, chat, e\-mail, etc.) and strong familiarity with Excel/spreadsheets for results analysis? Work Location: On-site