Ânima Educação je brazilska izobraževalna skupina, osredotočena na visokošolsko izobraževanje, multidisciplinarno učenje in družbeni vpliv. Njena mreža povezuje študente, izobraževalce in industrijske partnerje prek izobraževalnega ekosistema, ki združuje institucionalne programe s tehnologijo in umetno inteligenco pri poučevanju. Skupina sodeluje z veliko skupnostjo izobraževalcev, ki je v javnih gradivih navedena s približno 14.000 ljudmi, ter razvija partnerstva, kot je program s podjetjem Gerdau. Njene širše pobude vključujejo raznolikost v vodstvu, razvoj delovne sile, vpliv na skupnost in druge projekte na področju izobraževanja ter institucionalnih inovacij.
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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.