The Team Manager oversees customer support operations, ensuring seamless case management, optimized workflows, and high service standards. This role involves leading teams, coordinating with stakeholders, resolving escalations, and driving performance metrics to achieve operational goals.
Key Responsibilities
* Case Oversight & SLA Compliance: Supervise service requests, prioritizing timely resolutions while maintaining Service Level Agreements (SLAs).
* Operational Performance & Metrics: Monitor KPIs, enhance team effectiveness, and implement strategies to improve service quality.
* Leadership & Team Development: Mentor team members, promote accountability, and drive continuous improvement.
* Client & Customer Relations: Address escalations from customers, engineers, and internal teams to ensure swift problem resolution.
* Process Optimization & Automation: Utilize technology to streamline operations and improve service delivery.
* Strategic Stakeholder Engagement: Coordinate with delivery managers and other leaders for strategic planning and project reviews.
Required Qualifications
* 5–8 years of proven expertise in customer service operations, team leadership, or project management, preferably in a technology-driven or cloud-based environment.
* A bachelor's degree in Business Administration, Computer Science, Engineering, or a related field, or equivalent professional experience.
* English Advanced;
* Comprehensive knowledge of case management systems, service request workflows, and ticketing platforms such as ServiceNow, Jira, or similar tools.
* Strong analytical skills to evaluate performance metrics, identify operational improvements, and implement strategies that enhance customer satisfaction.
* Strong verbal and written communication skills in English are essential.
* Strong problem-solving and stakeholder management abilities, alongwith experience in SLA governance, escalation resolution, and quality assurance within service operations to maintain high standards of efficiency.
Informações adicionais:
* Modelo de contratação CLT;
* Atuação Hibrida. (2x a 3x por semana presencial)
* Local: Recife-PE
Benefícios:
* Vale refeição ou alimentação R$38/dia;
* Auxílio Home Office R$150;
* Convênio médico e odontológico Bradesco - sem coparticipação pra titular e dependentes;
* Convênio para seu pet;
* Participação nos resultados da empresa;
* Auxílio Creche;
* Licença paternidade e maternidade estendida;
* Auxílio para inglês;
* Certificações e treinamentos;
* Seguro de Vida.
Este processo será conduzido considerando as seguintes etapas:
* Avaliação da inscrição;
* Papo com a QiBit;
* Papo com o Cliente;
* Contratação.
* As etapas citadas acima poderão sofrer alterações de acordo com o andamento do processo seletivo. Mas não se preocupe, estaremos sempre te atualizando :)
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