Operations Supervisor

Responsibilities

• Supervise and guide the customer service team, ensuring guidelines and procedures are followed
• Identify training needs and organize capacity-building sessions for the team
• Monitor individual performance and provide feedback to promote 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 to offer support and solutions
• Review and optimize service processes to seek efficiency and better customer experience
• Plan resource allocation, including schedules and shifts, to ensure necessary coverage
• Mediate conflicts between the team and customers
• Maintain clear communication between the service team and other company areas

Requirements

• Previous leadership experience in high-volume customer service operations
• Consistent experience managing operational indicators (such as TPR, TRT, and CSAT)
• People management skills with a focus on development and feedback
• Strong organization, time management, and prioritization skills
• Adaptable profile for dynamic environments
• Analytical capacity to identify problems and structure efficient solutions
• Good communication and articulation skills with different stakeholders

Benefits

• Flash meal and/or food vouchers
• SulAmerica health and dental insurance
• Extended maternity and paternity leave
• Daycare assistance
• Health partnerships with Wellhub and Zenklub
• Education incentives
• Flight ticket discounts
• Pet health insurance partnership
• Access to Arco educational materials for employees' children
• Partnerships for MBA and Post-Graduation