BPO Manager

4 semanas atrás

Vitória Brasil SP Kuaishou Technology Tempo inteiro

Key Responsibilities:

  • Manage day-to-day operations of the BPO team delivering customer service across multiple platforms (email, chat, social media, Reclame Aqui, etc.).
  • Ensure adherence to SLA/KPI metrics including First Response Time, Resolution Time, CSAT, and complaint closure rates.
  • Collaborate with internal teams (Legal, Product, Marketing, PR and Safety) to align customer experience strategies and policies.
  • Oversee end-to-end complaint handling process from intake to resolution, including high-sensitivity issues on Reclame Aqui , consumer protection channels (e.g. Procon), and social platforms.
  • Drive root cause analysis and corrective actions to prevent recurrence of complaints.
  • Monitor and report on complaint trends, escalation volume, and outcomes, providing insights to leadership.
  • Partner with Risk, Legal, and Safety teams to identify and mitigate risks stemming from user-generated content and customer claims.
  • Monitor complaint patterns that may indicate policy violations, fraud, or reputational risk.
  • Support implementation of processes to ensure compliance with platform policies, consumer law, and content standards.
  • Manage BPO vendor relationships, including performance reviews, capacity planning, quality assurance, and incentive plans.
  • Conduct regular training, calibrations, and audits to ensure service quality and compliance with complaint-handling protocols.
  • Develop and implement strategies to enhance the customer experience, reduce complaints, and improve operational efficiency.
  • Leverage VOC (Voice of the Customer) and NPS data to inform customer care strategy.

Qualifications:

  • English proficiency is required;
  • Bachelor's degree in Business, Communications, or a related field;
  • 4+ years of experience in customer service management, preferably in BPO or e-commerce environments;
  • Experience managing Reclame Aqui and other high-visibility complaint channels;
  • Strong understanding of consumer rights, compliance standards, and content-related business risks;
  • Excellent leadership, negotiation, and conflict-resolution skills;
  • Strong analytical mindset with experience in creating actionable insights from complaint and risk data;

Preferred Skills:

  • Mandarin/Chinese proficiency is a positive differentiator;
  • Experience working in tech, e-commerce, digital platforms or highly regulated industries;
  • Background in legal, risk management, or policy enforcement is highly desirable;

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