Operations Supervisor – Temporary

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and lead the customer support team, ensuring adherence to guidelines and procedures; conduct regular meetings to align on goals and review outcomes.

• Identify training requirements and coordinate development sessions for the team.

• Assess individual performance and deliver constructive feedback to foster improvement.

• Evaluate team performance metrics, including response time, customer satisfaction, and resolution rates.

• Generate periodic reports for senior management detailing results and trends.

• Step in during complex or escalated cases, offering support and solutions as needed.

• Ensure the delivery of high-quality service and meet customer expectations.

• Review and enhance customer support processes, aiming for greater efficiency and a better customer experience.

• Incorporate customer feedback to refine services.

• Organize resource allocation, schedules, and shifts to guarantee adequate coverage.

• Supervise the use of tools and technology to maximize support efficiency.

• Mediate conflicts between team members and customers.

• Address complaints proactively and effectively.

• Maintain transparent and open communication between the customer support team and other departments in the company.

• Update the team on relevant news, policies, and procedures.

⛳️ Requirements

• Demonstrated experience in leading customer support teams, especially in high-volume settings, with a focus on real-time management of operational metrics (CSAT, TPR, TRT, and Quality Assurance) and resolution of complicated escalations.

• Strong skills in crisis management and conflict mediation, showcasing the ability to autonomously resolve critical customer issues and make swift decisions under pressure.

• High emotional intelligence and motivational leadership capabilities, with a knack for quickly onboarding new hires, managing team stress, and maintaining quality retention during busy periods.

• Critical thinking: Capacity to objectively assess situations and challenge assumptions prior to decision-making.

• Results-driven: Commitment to surpassing targets and generating tangible business value efficiently.

• Proactive and accountable: Initiative to foresee challenges and take ownership of solutions from inception to completion.

• Collaborative spirit: Genuine readiness to work closely with the team, share knowledge, and support colleagues.

• Familiarity with customer support CRMs such as Salesforce, Zendesk, and similar platforms (preferred).

🏝️ Benefits

• Flash meal and/or food allowance

• SulAmérica medical and dental insurance

• Transportation allowance for on-site and hybrid roles

• 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 opportunities

• All Arco positions are inclusive of individuals with disabilities