Team Leader de Customer Experience

1 semana atrás

São Paulo, São Paulo, Brasil TotalPass Tempo inteiro

Área e especialização profissional: Telemarketing - SAC
Nível hierárquico: Supervisor
Lugar de trabalho: São Paulo, SP
Regime de contratação de tipo Efetivo – CLT
Jornada Período Integral
O que buscamos? Estamos em busca de um(a) Team Leader com experiência em liderança de equipes e gestão de processos, focado(a) em resultados e desenvolvimento de pessoas. Essa posição exige perfil analítico, visão estratégica e a capacidade de conduzir melhorias contínuas na operação. Como será o dia a dia? Supervisionar a jornada de trabalho dos analistas (atrasos, faltas, afastamentos, horas extras, banco de horas e folha de ponto). Apoiar o desenvolvimento individual do time para atingir metas, acompanhando planos de carreira, adaptação cultural e treinamentos. Proporcionar feedbacks e treinamentos contínuos, contribuindo para o progresso dos colaboradores. Conduzir reuniões diárias e semanais com a equipe. Manter-se atualizado(a) sobre novas ferramentas, metodologias ágeis e conteúdos relevantes para o crescimento da área. Analisar e acompanhar indicadores da área, propondo ações para superação de metas. Planejar, implementar e supervisionar projetos, garantindo que sejam concluídos com sucesso e dentro do prazo. Colaborar com outros departamentos para alinhamento de processos. Gerenciar a implementação de mudanças nas práticas de atendimento, garantindo adaptação eficaz da equipe. Requisitos: Ensino Superior completo. Conhecimento avançado em Pacote Office e G-Suite. Pós-graduação em áreas correlatas (desejável). Experiência anterior comprovada na função de liderança/supervisão. Habilidades analíticas avançadas. Conhecimento de ferramentas como Zendesk, Buzzmonitor e HugMe (dependendo da área de atuação). Habilidades Comportamentais: Ética e integridade. Orientação para o cliente. Pensamento analítico e atenção aos detalhes. Visão estratégica e pensamento crítico. Análise de dados avançada. Liderança inspiradora e comunicação eficaz. Capacidade de gerir mudanças e engajar equipes em novos processos.

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