Supervisor de Operações – Temporário

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

📋 Description

• Supervise and guide the customer service team, ensuring adherence to guidelines and procedures. Conduct regular meetings to align goals and discuss outcomes;

• Identify training needs and organize skill development sessions for the team. Monitor individual performance and provide feedback to foster improvements;

• Analyze team performance metrics, such as response time, customer satisfaction, and resolution rate. Prepare periodic reports for senior management regarding results and trends;

• Intervene in complex or escalated cases, offering support and solutions as needed. Ensure quality service and that customer expectations are met;

• Review and optimize service processes, aiming for efficiency and enhanced customer experience. Implement feedback received from customers to improve services;

• Plan resource allocation, including schedules and shifts, to ensure necessary coverage. Monitor the use of tools and technologies to guarantee efficiency in service;

• Mediate conflicts between team members and customers, seeking solutions that satisfy both parties. Address complaints proactively and effectively;

• Maintain clear and open communication between the customer service team and other departments within the company. Keep the team informed about updates, policies, and relevant procedures.

⛳️ Requirements

• Previous experience in leadership roles within high-volume customer service operations

• Consistent background in managing operational indicators (such as TPR, TRT, and CSAT)

• Strong people management skills, focused on development, monitoring, and providing feedback

• Excellent organizational, time management, and prioritization abilities

• Adaptable profile suited to dynamic environments

• Analytical skills to identify issues and structure effective solutions

• Strong communication skills and ability to engage with diverse stakeholders

🏝️ Benefits

• + Meal and/or food vouchers Flash

• + SulAmerica health and dental plan

• + Transportation allowance for onsite and hybrid positions

• + Extended maternity and paternity leave

• + Childcare assistance

• + Health care support: partnership with Wellhub and Zenklub

• + Education incentives

• + Discounts on airline tickets

• + Partnership with pet health insurance

• + Access to Arco educational materials for employees' children

• + Partnerships for MBA and Postgraduate programs