Requirements: • Bachelor's degree in Business Administration, Communications, Marketing, or related areas; • Strong leadership and team management skills; • Excellent communication and interpersonal skills; • Proficiency in consumer care software and tools, such as Salesforce, Zendesk, Genesys, workforce management tools, and AI-driven solutions; • Ability to analyze data, KPIs, and metrics to drive decision-making; • Knowledge of market trends and best practices; • English (mandatory); • Spanish (desirable). Responsibilities: • Oversee daily operations of the contact center, ensuring productivity and consumer satisfaction across multiple channels; • Lead, mentor, and coach a diverse team to enhance performance and achieve KPIs; • Conduct training sessions to update the team on best practices and new procedures; • Monitor and analyze team performance, generating analytical reports on volumes, performance, and cost-to-serve; • Develop and implement consumer care policies to ensure consistency and efficiency; • Represent the consumer within the organization, collaborating with key areas for continuous improvement; • Handle complex consumer inquiries and complaints, ensuring a positive experience; • Identify and implement digital transformation solutions, including AI-driven tools to enhance efficiency; • Work closely with other departments to ensure a unified approach to consumer care; • Ensure compliance with data privacy regulations and industry best practices; • Manage third-party service providers, setting contractual requirements and service level expectations; • Stay up to date with market trends and implement strategies to improve operations.

Número de vagas: 1

Tipo de contrato e Jornada: Efetivo – CLT - Período Integral

Área Profissional: Supervisor em Administração - Administração Geral