Anunciada dia 16 junho
Missão do cargo
Job Summary Key Responsibilities1. Operational & Performance Management - Real-Time Monitoring: Oversee live operations and roster adherence using Zendesk, Analytics, and Explorer. - KPI Tracking: Analyze metrics (CSAT, AHT, Abandonment, Acceptance) to ensure targets are met. - Reporting: Deliver weekly/monthly data-driven reports and action plans to leadership. 2. Leadership & People Development - Team Growth: Conduct structured 1:1s, provide data-backed feedback, and manage Individual Development Plans (IDPs). - Engagement: Lead recruitment, onboarding, and practical training to foster a high-performance culture. - Support: Act as the primary escalation point for complex queries and conflict resolution. 3. Quality & Crisis Management - QA Compliance: Partner with the Quality team to align standards and monitor service excellence. - Issue Resolution: Identify systemic vs. operational failures; log technical tickets via Jira and manage crisis communications. - Data Security: Ensure all interactions comply with LGPD and internal privacy policies. 4. Administrative & Culture - Workforce Management: Manage time-tracking, shift coverage, and logistics for on-duty agents. - Well-being: Promote company values, mental health awareness, and a collaborative work environment. 5. Core Competencies - Leadership: Strategic vision, resilience, and the ability to motivate diverse teams. - Communication: Ethical, objective, and transparent communication style. - Technical: Proficiency in Zendesk, BI tools, Jira, and Google Workspace. 6. Key Targets - CSAT: 10% annual increase. - AHT: 15% reduction. - Abandonment: Maintain <5% for Chat. 7. Work Schedule - Flexibility Required: Includes weekdays, weekends, and holidays. - Scope: Full management of on-duty staff, ensuring strict adherence to schedules and operational continuity. Requirements: - Experience & Education - Background: 3 years of experience in Customer Support/Success, with at least 1-2 years in a leadership or supervisory role. - Education: Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent practical experience). Technical Skills - Platform Proficiency: Advanced knowledge of Zendesk (including Support, Talk, Chat, and Explorer/Analytics). - Tooling: Familiarity with Jira for bug reporting and Google Workspace for reporting and documentation. - Data Literacy: Ability to interpret KPIs and BI dashboards to create actionable operational strategies. - Regulatory Knowledge: Solid understanding of LGPD (General Data Protection Law) and information security best practices. Core Competencies - Leadership: Demonstrated ability to coach agents, deliver difficult feedback, and manage Individual Development Plans (IDPs). - Crisis Management: Ability to remain calm under pressure and make quick, data-driven decisions during system outages or volume spikes. - Communication: Exceptional verbal and written communication skills both in English and Portuguese, - WFM (Workforce Management): Experience with roster management, shift adherence, and real-time interval control. Availability - Flexible Schedule: Willingness to work a rotating roster that includes weekends, holidays, and varying shifts to ensure 24/7 operational coverage. - Hybrid Requirement: This is a hybrid position requiring on-site presence 4 days per week at our [Insert City/Office Location] office. Benefits - Paid vacation - Transportation allowance - Meal voucher - Health and dental insurance
