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Customer Support Team Leader

2 meses atrás

Belo Horizonte, Minas Gerais, Brasil U4C Instituição de Pagamento S.A. Tempo inteiro

Company Overview: U4C Instituição de Pagamento S.A. is a prominent player in the digital payments sector, with a focus on the sports betting industry. With roots in Greece, the company has expanded its reach significantly in Brazil and other regions.

Position Summary: This role involves collaborating closely with the department head to oversee customer support operations and manage the team effectively. The supervisor will play a crucial role in developing and refining processes within the department while analyzing performance metrics to enhance both team and customer service.

Key Responsibilities:

  • Lead and supervise the customer support team.
  • Monitor and evaluate team performance regularly.
  • Conduct frequent meetings to ensure alignment and provide constructive feedback.
  • Design and implement strategies aimed at continuous improvement.
  • Work alongside the department head to guarantee high-quality service delivery.
  • Proactively identify and resolve issues that may hinder team performance and service quality.
  • Maintain effective communication with partners and stakeholders.
  • Streamline and enhance internal processes for improved operational efficiency.
  • Adopt best practices from the industry.
  • Analyze data to uncover trends and opportunities for enhancement, providing insights and recommendations to the department head.

Qualifications:

  • Demonstrated experience in overseeing customer service operations.
  • Experience managing customer interactions via various channels.
  • Familiarity with CRM systems.
  • Proficient in English, as the role involves communication with international partners.
  • Bachelor's degree in Business Administration or a related field.
  • Understanding of process management is advantageous.