Customer Service Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ânima Educação

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2003

📚 Education

🌍 Social Impact

💰 $178.5M Post-IPO Equity - Anima Educação on 2021-11

Education • Social Impact

Ânima Educação is a Brazilian education group and living ecosystem that operates a network of higher-education institutions focused on providing multidisciplinary, quality education and generating social impact. The company presents itself as an interconnected learning organism that connects students, educators and industry partners, highlights initiatives in impact and diversity, and emphasizes technology and AI in teaching. Public materials cite a large educator base (about 14,000 educators), partnerships with industry (for example a program with Gerdau), investor relations and a portfolio of initiatives and news showcasing awards, social-impact projects, and institutional priorities such as leadership diversity and workforce development.

📋 Description

• Lead, guide, and develop the customer service and back-office teams, fostering a collaborative, high-performance environment • Manage the team by scheduling vacations, monitoring attendance and working hours, providing support on operational questions, and conducting regular alignment meetings • Distribute requests among customer service representatives while monitoring team productivity and performance • Monitor the quality of customer interactions and requests, ensuring compliance with company standards, processes, and policies • Oversee the use of work platforms and tools, ensuring the efficiency of case handling and service channels • Promote best practices in communication and customer service, ensuring consistency in customer interactions • Track performance indicators (KPIs), such as Average Handling Time (AHT), Average Wait Time, Service Level, SLA, quality, and contact volumes • Prepare and present management reports containing performance analyses and improvement opportunities • Provide ongoing feedback, conduct training, and develop initiatives to enhance team performance • Plan and track targets, prioritizing requests to ensure operational efficiency • Monitor customer feedback, identifying opportunities to improve processes and customer service • Resolve conflicts and critical cases, supporting the team in complex situations and ensuring customer satisfaction • Identify process deviations, propose improvements, and conduct training on digital tools, customer service, and crisis management

🎯 Requirements

• Completed or ongoing higher education (preferred) • Experience supervising teams • Knowledge of and experience with Sydle, SIGA, SIAF, and Salesforce tools • Experience tracking performance indicators (KPIs) and preparing management reports • Knowledge of team management and quality processes • Proficiency in Microsoft Office, especially Excel and PowerPoint • Analytical ability to interpret data and identify improvement opportunities • Leadership, people management, and team development skills • Excellent communication skills, with the ability to provide feedback and conduct training • Organization, planning, proactivity, and results orientation • Ability to resolve conflicts, make decisions, and work effectively in high-demand situations • Dynamic approach and strong data analysis skills

🏖️ Benefits

• Tuition assistance • Option to nominate two people for tuition assistance • Wellness and Quality of Life Program • Totalpass • Zenklub • ECOA – Ânima Corporate School, offering more than 100 free courses • Birthday day off • Half-day paid leave on the birthday of a child up to 16 years old • Valor das Pessoas Program: gift cards for educators during significant life events, such as marriage, the birth of a child, or earning a new qualification • Health insurance • Dental insurance • 100% remote work