Customer Support Operations Lead

Há 2 dias

Mato Grosso, Brasil beBeeWorkforcer Tempo inteiro R$60.000 - R$85.000
About Our Team

We are a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers.

Role Overview

The Workforce Manager is instrumental in optimizing the efficiency of customer support teams, with key responsibilities including analysis of customer data and trends to forecast purchaser activity and support demand, ensuring the right staffing levels for each shift.

Key Responsibilities
  • Oversee staffing, performance, and processes to ensure all customer service and operations interactions meet high standards, refining shift management to drive service excellence and compliance across departments.
  • Create and optimize procedures for monitoring employee performance management processes, including detailed reports, identify trends, and provide actionable insights to improve service quality across operations teams.
  • Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels during peak and off-peak hours, monitoring live ticket and chat queues, redistributing workloads as necessary to maintain SLAs and response times.
  • Monitor and analyze shift-based performance metrics, providing expert guidance on any employee performance and progression queries, serving as a main point of contact between internal teams and management.
  • Actively manage and optimize existing OKR and AOR processes, making sure set goals and defined responsibilities of the teams are clear, measurable, and achieved across the business.
  • Monitor KPIs of teams and individual employees to ensure efficient resource allocation, high level of performance, and SLA fulfillment.
  • Forecast future staffing needs and headcount for the teams.
  • Liaise with other managers and departments to ensure alignment on customer service goals, particularly around product launches, hiring, promotional activities, and process improvements.
Requirements
  • Minimum of 2+ years of relevant experience in a similar role.
  • Previous experience in the iGaming/gambling industry is a must.
  • Experience in designing, implementing, and improving workforce management processes.
  • Excellent communication skills, with ability to multi-task, work collaboratively, and influence across departments.
  • A proactive and solution-driven individual with a positive mindset.
  • Strong attention to detail and a high level of adaptability in a fast-paced, performance-driven environment.

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