Supervisor(a) de Operações - Temporário
ARCO
WorldwideFully remoteTemporaryMid LevelCustomer Service
Posted 3 hours ago3h agoApply link checked 3 hours ago
Why we think you can apply
- Hiring model
- Open worldwide · the employer states no country restriction
- Work from
- Anywhere, the UAE included
Posted 3 hours ago · apply link checked 3 hours ago
About the role
Responsibilities
- Supervise and guide the customer service team, ensuring guidelines and procedures are followed
- Identify training needs and organize capacity building sessions
- Analyze team performance metrics such as response time, customer satisfaction, and resolution rate
- Intervene in complex or escalated cases to provide support and solutions
- Review and optimize customer service processes for efficiency
- Plan resource allocation, including schedules and shifts
- Mediate conflicts between the team and customers
- Maintain clear communication between the service team and other company areas
Requirements
- Consistent experience in leadership of customer service teams, especially in high-volume scenarios
- Real-time management of operational indicators (CSAT, TPR, TRT, and quality)
- Ability in crisis management and conflict mediation
- Strong emotional intelligence and motivational leadership skills
- Critical thinking and result orientation
- Proactivity and ownership mindset
- Experience with CRMs like Salesforce or Zendesk is desirable
Benefits
- Flash meal and/or food vouchers
- SulAmerica health and dental insurance
- Extended maternity and paternity leave
- Daycare assistance
- Wellhub and Zenklub partnerships
- Education incentives
- Flight discounts
- Pet health insurance partnership
- Access to Arco didactic materials for children of employees
- Partnerships for MBA and Post-Graduation
What we look for
- Consistent experience in customer service team leadership
- High-volume scenario management
- Real-time management of operational indicators (CSAT, TPR, TRT, quality)
- Crisis management and conflict mediation skills
- Emotional intelligence and motivational leadership
- Critical thinking and result orientation
- Experience with CRMs like Salesforce or Zendesk (preferred)
CRMSalesforceCustomer ServiceZendesk
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ARCO
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NeverApply scores every new listing against your CV, salary floor and visa. A handful of real matches by morning.
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