Ânima Educação — жоғары білімге, көпсалалы оқуға және әлеуметтік әсерге бағытталған бразилиялық білім беру тобы. Оның желісі институционалдық бағдарламаларды оқытудағы технологиялармен және жасанды интеллектпен ұштастыратын білім беру экожүйесі арқылы студенттерді, оқытушыларды және индустрия серіктестерін байланыстырады. Топ қоғамдық материалдарда шамамен 14 000 адам деп көрсетілген ауқымды оқытушылар қауымдастығымен жұмыс істейді және Gerdau компаниясымен бірге іске асырылатын бағдарлама сияқты серіктестіктерді дамытады. Оның кең ауқымды бастамаларына көшбасшылықтағы әртүрлілік, жұмыс күшін дамыту, қоғамға әсер ету және білім беру мен институционалдық инновацияны қамтитын басқа да жобалар жатады.
Customer Service Supervisor
Lead customer service and back-office teams at Ânima Educação, overseeing service operations across its education ecosystem. Track KPIs and quality, prepare reports, and develop team performance.
Сипаттама
- Lead and develop customer service and back-office teams, encouraging collaboration and strong performance.
- Coordinate team operations, including vacation schedules, attendance, working hours, operational support, and regular alignment meetings.
- Assign requests to customer service representatives and monitor productivity and performance.
- Review customer interactions and requests to ensure they meet company standards, processes, and policies.
- Oversee work platforms and tools to support efficient case handling and service channels.
- Promote effective communication and customer service practices across customer interactions.
- Track KPIs including Average Handling Time (AHT), Average Wait Time, Service Level, SLA, quality, and contact volumes.
- Prepare and present management reports on performance and opportunities for improvement.
- Give ongoing feedback, deliver training, and develop initiatives to improve team performance.
- Plan and monitor targets, prioritizing requests to support operational efficiency.
- Review customer feedback to identify ways to improve processes and service.
- Handle conflicts and critical cases, supporting the team with complex situations and customer satisfaction.
- Identify process deviations, recommend improvements, and train staff on digital tools, customer service, and crisis management.
Талаптар
- Completed or ongoing higher education is preferred.
- Experience supervising teams.
- Knowledge of and experience with Sydle, SIGA, SIAF, and Salesforce.
- Experience tracking KPIs and preparing management reports.
- Knowledge of team management and quality processes.
- Proficiency in Microsoft Office, especially Excel and PowerPoint.
- Ability to analyze data and identify opportunities for improvement.
- Leadership, people management, and team development skills.
- Strong communication skills, including giving feedback and delivering training.
- Organization, planning, initiative, and results orientation.
- Ability to resolve conflicts, make decisions, and work effectively in high-demand situations.
- Adaptability and strong data analysis skills.
Артықшылықтар
- Tuition assistance.
- Ability to nominate two people for tuition assistance.
- Wellness and Quality of Life Program.
- Totalpass.
- Zenklub.
- ECOA Ânima Corporate School, with more than 100 free courses.
- Birthday day off.
- Half-day paid leave on the birthday of a child up to age 16.
- Valor das Pessoas Program gift cards for educators during significant life events, including marriage, the birth of a child, or earning a new qualification.
- Health insurance.
- Dental insurance.
- Fully remote work.