Customer Service Manager – CCO
Europ Assistance Brasil
full-time
Posted on:
Location Type: Hybrid
Location: Barueri • Brazil
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About the role
- Monitor operation performance using available reports and dashboards
- Oversee and manage operational costs
- Analyze and address deviations in contractual KPIs with effective action plans
- Recommend improvements to current processes
- Develop the team of Coordinators and Supervisors
- Ensure operational quality through established quality processes and methodologies
- Be available to support operations during alternative hours and contingency situations
- Ensure excellence in customer service delivery together with the quality and training teams
Requirements
- Bachelor's degree completed
- Postgraduate degree or MBA preferred
- Experience in 24/7 contact centers
- Critical and analytical mindset
- Experience onboarding new clients into operations, including RFI validation, for example
- Solid knowledge of the entire operational ecosystem (processes, planning, training, quality, etc.)
Benefits
- Europ Assistance Brazil regards diversity and inclusion as values to be cultivated, reinforcing human dignity and respect for human rights.
- We value people, encourage diversity, and invest in continuous learning and growth by fostering a transparent, consistent, and accessible work environment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational performance monitoringcontractual KPI analysisprocess improvementclient onboardingRFI validationquality processestraining methodologies
Soft Skills
critical mindsetanalytical mindsetteam developmentcustomer service excellence
Certifications
Bachelor's degreePostgraduate degreeMBA