Líder de Operações de Atendimento TL
Core
Lead a customer service team to ensure agile, humanized support for Lalamove's clients, acting as the strategic link between operations, data analysis, and people development.
Role type
Senior Team Leader, Customer Experience (CX)
Builds
Customer support operations and chatbot curation for a logistics platform
Domain
Logistics / Customer Service
Required skills
Team leadership, KPI and metrics management, AI tools for reporting and automation, Google Suite, English (intermediate/advanced), Spanish (intermediate)
Preferred skills
Performance-oriented leadership, adaptability to dynamic environments, assertive and empathetic communication, problem-solving
Technologies
AI tools, Google Suite
Responsibilities
Monitor team performance (productivity, quality, absenteeism, punctuality, efficiency); Conduct continuous feedback and training; Identify process gaps and implement improvements; Generate performance reports and conduct critical analysis; Manage support queues and chatbot curation; Manage schedules and operational routines; Align with other Team Leaders and stakeholders; Ensure compliance with company guidelines.