Operations Supervisor – Temporary

🔥 16 hours ago

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 11%

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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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤝 B2B

Education • B2B

Arco Educação é uma companhia brasileira focada em soluções educacionais para o ensino básico, desenvolvendo conteúdo, tecnologia e serviços para mais de 1. 3 milhões de alunos e mais de 5. 000 escolas privadas em todo o país, abrangendo desde a educação infantil até o ensino médio. O propósito da Arco é aliar educação de excelência e gestão eficiente.

📋 Description

• Supervise and guide the customer support team, ensuring that guidelines and procedures are followed; hold regular meetings to align on objectives and discuss results. • Identify training needs and organize development sessions for the team. • Monitor individual performance and provide feedback to drive improvement. • Analyze team performance metrics, such as response time, customer satisfaction, and resolution rate. • Prepare periodic reports for senior management on results and trends. • Intervene in complex or escalated cases, providing support and solutions when necessary. • Ensure high-quality service and that customer expectations are met. • Review and optimize customer support processes, seeking greater efficiency and an improved customer experience. • Implement customer feedback to improve services. • Plan resource allocation, schedules, and shifts to ensure the required coverage. • Monitor the use of tools and technology to ensure support efficiency. • Mediate conflicts between team members and customers. • Handle complaints proactively and effectively. • Maintain clear and open communication between the customer support team and other areas of the company. • Inform the team about relevant updates, policies, and procedures.

🎯 Requirements

• Proven experience leading customer support teams, particularly in high-volume environments, with a focus on real-time management of operational metrics (CSAT, TPR, TRT, and Quality Assurance) and resolution of complex escalations. • Strong crisis management and conflict mediation skills, demonstrating autonomy and the technical ability to resolve critical customer issues and make quick decisions under pressure. • Strong emotional intelligence and motivational leadership skills, with the ability to rapidly onboard new employees, manage team stress, and maintain quality retention during peak periods. • Critical thinking: Ability to objectively analyze situations and challenge assumptions before making decisions. • Results orientation: Focus on exceeding targets and generating real business value efficiently. • Proactivity and ownership: Initiative to anticipate problems and take responsibility for solutions from start to finish. • Collaboration: Genuine willingness to work closely with the team, share knowledge, and support peers. • Experience with and knowledge of customer support CRMs such as Salesforce, Zendesk, and others (preferred).

🏖️ Benefits

• Flash meal and/or food allowance • SulAmérica medical and dental insurance • Transportation allowance for on-site and hybrid positions • Extended maternity and paternity leave • Childcare assistance • Health and well-being support: partnerships with Wellhub and Zenklub • Education incentives • Discounted airfare • Partnership with a pet health insurance plan • Access to Arco educational materials for employees’ children • Partnerships for MBA and postgraduate programs • All Arco positions are open to people with disabilities