Operations Supervisor – Temporary

• Supervise and guide the customer support team, ensuring that guidelines and procedures are followed; hold regular meetings to align on objectives and discuss results.
• Identify training needs and organize development sessions for the team.
• Monitor individual performance and provide feedback to drive improvement.
• Analyze team performance metrics, such as response time, customer satisfaction, and resolution rate.
• Prepare periodic reports for senior management on results and trends.
• Intervene in complex or escalated cases, providing support and solutions when necessary.
• Ensure high-quality service and that customer expectations are met.
• Review and optimize customer support processes, seeking greater efficiency and an improved customer experience.
• Implement customer feedback to improve services.
• Plan resource allocation, schedules, and shifts to ensure the required coverage.
• Monitor the use of tools and technology to ensure support efficiency.
• Mediate conflicts between team members and customers.
• Handle complaints proactively and effectively.
• Maintain clear and open communication between the customer support team and other areas of the company.
• Inform the team about relevant updates, policies, and procedures.

• Proven experience leading customer support teams, particularly in high-volume environments, with a focus on real-time management of operational metrics (CSAT, TPR, TRT, and Quality Assurance) and resolution of complex escalations.
• Strong crisis management and conflict mediation skills, demonstrating autonomy and the technical ability to resolve critical customer issues and make quick decisions under pressure.
• Strong emotional intelligence and motivational leadership skills, with the ability to rapidly onboard new employees, manage team stress, and maintain quality retention during peak periods.
• Critical thinking: Ability to objectively analyze situations and challenge assumptions before making decisions.
• Results orientation: Focus on exceeding targets and generating real business value efficiently.
• Proactivity and ownership: Initiative to anticipate problems and take responsibility for solutions from start to finish.
• Collaboration: Genuine willingness to work closely with the team, share knowledge, and support peers.
• Experience with and knowledge of customer support CRMs such as Salesforce, Zendesk, and others (preferred).

• Flash meal and/or food allowance
• SulAmérica medical and dental insurance
• Transportation allowance for on-site and hybrid positions
• Extended maternity and paternity leave
• Childcare assistance
• Health and well-being support: partnerships with Wellhub and Zenklub
• Education incentives
• Discounted airfare
• Partnership with a pet health insurance plan
• Access to Arco educational materials for employees’ children
• Partnerships for MBA and postgraduate programs
• All Arco positions are open to people with disabilities