Customer Service Supervisor
GOL Linhas Aéreas
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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About the role
- Supervise front- and back-office teams, ensuring the efficient execution of daily activities;
- Monitor performance indicators and propose improvements to optimize internal processes;
- Ensure quality and accuracy of customer satisfaction across multiple channels, reducing errors and callbacks;
- Develop and/or implement workflows and policies to drive productivity and compliance;
- Oversee and align requests with other company departments, ensuring agile and effective service;
- Identify opportunities for automation and digitization of processes to improve operational efficiency and customer satisfaction;
- Monitor and ensure high team performance by providing feedback, managing employee engagement initiatives, and promoting professional development;
- Ensure compliance with deadlines and SLAs agreed with internal and external clients;
- Handle customer issues and conflict resolution, ensuring a collaborative and productive work environment;
- Demonstrate a sense of urgency when handling customer complaints and requests;
- Analytical mindset focused on high operational performance and root-cause analysis.
Requirements
- Solid experience supervising front-office contact center teams and/or administrative areas;
- Ability to analyze data and manage performance indicators;
- Knowledge of process management tools and continuous improvement methodologies;
- Strong communication and interpersonal skills to engage with different departments and stakeholders;
- Proactive, organized profile with a focus on problem-solving;
- Bachelor's degree or equivalent;
- Postgraduate degree (e.g., MBA, specialization) is a plus;
- English and/or Spanish language skills for conducting meetings are a plus.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisperformance managementprocess managementcontinuous improvement methodologiesworkflow developmentautomationdigitizationroot-cause analysis
Soft Skills
communicationinterpersonal skillsproblem-solvingorganizational skillsteam supervisionemployee engagementconflict resolutionanalytical mindsetproactivitysense of urgency
Certifications
Bachelor's degreePostgraduate degreeMBA