Customer Support Manager
Há 6 dias
Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do cliente.
Responsabilidades:
- Supervisionar e gerenciar parceiros terceirizados (BPOs) para assegurar a eficiência operacional e a qualidade do atendimento;
- Desenvolver e implementar estratégias que promovam melhorias contínuas nos processos de suporte ao cliente;
- Monitorar e analisar indicadores de desempenho (KPIs), como tempo de atendimento, ocupação e satisfação do cliente, propondo ações para otimização;
- Garantir que o dimensionamento das equipes esteja adequado à demanda de suporte, promovendo respostas rápidas e eficazes;
- Representar a operação de suporte local em alinhamentos estratégicos com a gestão global;
- Fornecer feedback contínuo às equipes terceirizadas para melhorar os resultados operacionais;
- Desenvolver políticas e práticas para promover eficiência e conformidade com os padrões globais e locais.
Requisitos:
- Superior completo em áreas correlatas;
- Vivência anterior em posições de liderança na área de suporte ao cliente;
- Inglês avançado/fluente;
- Conhecimento intermediário no pacote Microsoft Office, especialmente Excel.
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