Customer Service Supervisor

• Lead, guide, and develop the customer service and back-office teams, fostering a collaborative, high-performance environment
• Manage the team by scheduling vacations, monitoring attendance and working hours, providing support on operational questions, and conducting regular alignment meetings
• Distribute requests among customer service representatives while monitoring team productivity and performance
• Monitor the quality of customer interactions and requests, ensuring compliance with company standards, processes, and policies
• Oversee the use of work platforms and tools, ensuring the efficiency of case handling and service channels
• Promote best practices in communication and customer service, ensuring consistency in customer interactions
• Track performance indicators (KPIs), such as Average Handling Time (AHT), Average Wait Time, Service Level, SLA, quality, and contact volumes
• Prepare and present management reports containing performance analyses and improvement opportunities
• Provide ongoing feedback, conduct training, and develop initiatives to enhance team performance
• Plan and track targets, prioritizing requests to ensure operational efficiency
• Monitor customer feedback, identifying opportunities to improve processes and customer service
• Resolve conflicts and critical cases, supporting the team in complex situations and ensuring customer satisfaction
• Identify process deviations, propose improvements, and conduct training on digital tools, customer service, and crisis management

• Completed or ongoing higher education (preferred)
• Experience supervising teams
• Knowledge of and experience with Sydle, SIGA, SIAF, and Salesforce tools
• Experience tracking performance indicators (KPIs) and preparing management reports
• Knowledge of team management and quality processes
• Proficiency in Microsoft Office, especially Excel and PowerPoint
• Analytical ability to interpret data and identify improvement opportunities
• Leadership, people management, and team development skills
• Excellent communication skills, with the ability to provide feedback and conduct training
• Organization, planning, proactivity, and results orientation
• Ability to resolve conflicts, make decisions, and work effectively in high-demand situations
• Dynamic approach and strong data analysis skills

• Tuition assistance
• Option to nominate two people for tuition assistance
• Wellness and Quality of Life Program
• Totalpass
• Zenklub
• ECOA – Ânima Corporate School, offering more than 100 free courses
• Birthday day off
• Half-day paid leave on the birthday of a child up to 16 years old
• Valor das Pessoas Program: gift cards for educators during significant life events, such as marriage, the birth of a child, or earning a new qualification
• Health insurance
• Dental insurance
• 100% remote work