Pessoa Supervisora de Atendimento | Solucione Vip
Core
Supervising VIP customer service operations and team performance for a digital bank.
Role type
Senior Customer Service Team Lead
Builds
Efficient, high-quality customer support solutions for a digital bank
Domain
Banking / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, KPI monitoring, performance feedback, conflict resolution, service metrics analysis (TMA, NPS, FCR, abandonment rate), time management, MS Office
Preferred skills
Knowledge of banking products
Responsibilities
Manage team indicators to ensure efficiency and quality; Monitor performance and provide continuous feedback; Plan and control team activities; Manage people and resolve conflicts; Analyze metrics to identify improvement opportunities
