Supervisor, Customer Relations and Digital Channels

Unimed Nacional

Supervise digital customer service channels and teams while ensuring quality service at Unimed Nacional. Manage relationships with clients and oversee performance indicators.

Posted 7/1/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Supervise the activities of digital channels and customer relations, guiding the team in interactions, monitoring compliance with standards and scripts, and ensuring deadlines are met, guaranteeing that service to internal and external customers is delivered with quality, agility and empathy.
Ensure service is provided in accordance with current legislation and Unimed Nacional culture, maintaining quality and speed of service with the aim of welcoming and satisfying customers.
Coordinate with other Unimeds and providers in the Direct Network, when necessary, regarding operational workflows that contribute to customer satisfaction.
Serve as a point of contact for companies, Unimeds and providers in the Direct or Indirect network and internal areas, in order to mediate or resolve beneficiary service issues in accordance with contractual plans, pricing, companies and internal procedures.
Keep your supervisor informed about incidents and the progress of resolutions, and provide input with suggestions for process improvements that better meet the needs of internal and external customers.
Maintain control over handled customer interactions, ensuring they are recorded in appropriate tools, thus guaranteeing customer satisfaction.
Stay up to date with information about the institution and the market in order to bring improvements to your activities and to Unimed Nacional's business.
Monitor performance indicators (KPIs) and analyze area reports to ensure financial impacts are addressed, identify improvement opportunities, and prevent failures and negative incidents. Supervise ongoing work by analyzing indicators and objective vs. achieved results, implementing corrections, strategy reviews, retraining and, if necessary, realigning work processes.
Contribute to people management in decisions on hiring, dismissal, vacations, time tracking, promotions, transfers, etc., identifying training and development needs, promoting performance management and feedback, and interacting with Human Resources to apply policies, aiming to foster a motivating and creative environment in line with Unimed Nacional's culture.
Comply with and enforce internal regulations, quality management system requirements, and compliance with ANS regulations, as well as health, hygiene and occupational safety norms and procedures relevant to the sector.
Perform other duties inherent to the role or as assigned by your immediate supervisor, provided you are qualified and the tasks align with your knowledge and experience.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Accounting, Economics or related fields
Experience in customer service and/or healthcare operations is a plus
Basic to intermediate proficiency in Microsoft Office

Benefits

Comp & perks

Health Insurance: Outpatient, hospital and maternity coverage for you and your legal dependents.
Dental Care: Company-subsidized plans covering basic procedures through orthodontics and prosthetics.
Pharmacy Discount Program: Convenient access to medications at a network of partner pharmacies with payroll deduction discounts and limits based on salary.
Wellhub (Gympass): Well-being platform providing access to gyms and health apps, extendable to up to 3 dependents.
Meal Card: Amount credited per working day for daily meals.
Grocery Card: Monthly credit to assist with grocery purchases.
Private Pension: Company-established plan to help build financial reserves and future income.
Life Insurance: Coverage for death and disability, providing financial protection for you and your family.
PPR (Profit-Sharing Program): Annual reward based on achieving the cooperative's collective goals.
Commuting Allowance: Available for travel between home and work in on-site or hybrid arrangements.
Parking: Agreements with nearby parking facilities close to company locations.
Day Off: One day off granted after your birthday for you to use as you wish.
Family Support: Childcare or nanny assistance for employees with children up to 16 months old.
Benefits Club: Partnerships and discounts at educational institutions, language schools and leisure options.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceHealthcare OperationsPerformance AnalysisProcess ImprovementData Recording

Soft Skills

EmpathyCommunicationProblem-SolvingTeam Motivation