Call Center Operations Supervisor

Jobtailor; Osasco; Presencial; BRL 133 920 - 200 880; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, is seeking a Lead for our remote customer service team (SAC) supporting Home products. You will manage a remote workforce, monitor performance with KPI reports, and develop action plans to improve team results.

You will supervise inbound and outbound CS agents, provide feedback, and coordinate occasionally with our Osasco office. A strong tech comfort, reliable home workspace, and a Wi-Fi-free setup is required.

Qualificações

• Experience in a remote/home-office model.
• Experience managing customer service teams (inbound/outbound).
• Academic background in Business Administration or related fields.

Responsabilidades

• Lead a remote SAC team for Home products.
• Monitor performance using KPI/indicator reports and develop action plans.
• Provide feedback and supervise inbound and outbound teams.

Conhecimentos

Leadership

KPI monitoring

Remote team management

Performance feedback

Effective communication

Formação académica

Business Administration

Marketing

Ferramentas

Customer Service Software

Remote Collaboration Tools

Descrição da oferta de emprego

• Lead a remote (home-office) customer service (SAC) team supporting various Home products.
• Responsible for managing and monitoring employee performance using KPI/indicator reports.
• Provide feedback and develop action plans for team development.
• Supervise inbound customer service teams.

Requirements

• Experience working in a remote/home-office model.
• Have an appropriate home-office workspace (desk, chair, and a quiet environment).
• Reside in São Paulo / Greater São Paulo.
• Availability to occasionally work at our Osasco, SP office.
• Wired internet connection with speeds over 10 Mbps (do not use Wi-Fi).
• Experience managing teams of outbound (active) or inbound (receptive) customer service agents.
• Academic background in Business Administration, Marketing, or related fields (degree completed or in progress).
• Comfortable with technology and quick to learn new software.

Core Competencies

Demonstrates strong leadership in managing remote customer service teams, focusing on performance monitoring, team development, and effective communication. Proficient in utilizing KPI reports to drive team success and ensure high-quality customer service.

Highest-signal resume keywords

• Remote Team Management
• KPI Performance Monitoring
• Customer Service Leadership
• Business Administration Degree
• Technology Proficiency

ATS Optimization Keywords

Hard Skills

• Performance Management
• Team Development
• Customer Service Strategy
• KPI Reporting
• Action Planning

Soft Skills

• Effective Communication
• Feedback Delivery
• Adaptability

Industry Keywords

• Home Products
• Inbound Customer Service
• Outbound Customer Service
• Home-Office Model

Tools & Technologies

• Customer Service Software
• Remote Collaboration Tools