Ânima Educação este un grup educațional brazilian axat pe învățământul superior, învățarea multidisciplinară și impactul social. Rețeaua sa conectează studenți, cadre didactice și parteneri din industrie printr-un ecosistem educațional care combină programele instituționale cu tehnologia și inteligența artificială în procesul de predare. Grupul colaborează cu o comunitate numeroasă de cadre didactice, menționată în materialele publice ca numărând aproximativ 14.000 de persoane, și dezvoltă parteneriate precum programul său cu Gerdau. Inițiativele sale mai ample includ diversitatea în leadership, dezvoltarea forței de muncă, impactul asupra comunității și alte proiecte din domeniul educației și al inovării instituționale.
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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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.