Supervisor of Live Support (Omnichannel)

Job Summary

Key Responsibilities1. Operational & Performance Management - **Real-Time Monitoring**: Oversee live operations and roster adherence using Zendesk, Analytics, and Explorer. - **KPI Tracking**: Analyze metrics (CSAT, AHT, Abandonment, Acceptance) to ensure targets are met. - **Reporting**: Deliver weekly/monthly data-driven reports and action plans to leadership.

2. Leadership & People Development - **Team Growth**: Conduct structured 1:1s, provide data-backed feedback, and manage Individual Development Plans (IDPs). - **Engagement**: Lead recruitment, onboarding, and practical training to foster a high-performance culture. - **Support**: Act as the primary escalation point for complex queries and conflict resolution.

3. Quality & Crisis Management - **QA Compliance**: Partner with the Quality team to align standards and monitor service excellence. - **Issue Resolution**: Identify systemic vs. operational failures; log technical tickets via Jira and manage crisis communications. - **Data Security**: Ensure all interactions comply with LGPD and internal privacy policies.

4. Administrative & Culture - **Workforce Management**: Manage time-tracking, shift coverage, and logistics for on-duty agents. - **Well-being**: Promote company values, mental health awareness, and a collaborative work environment.

5. Core Competencies - **Leadership**: Strategic vision, resilience, and the ability to motivate diverse teams. - **Communication**: Ethical, objective, and transparent communication style. - **Technical**: Proficiency in Zendesk, BI tools, Jira, and Google Workspace.

6. Key Targets - **CSAT**: +10% annual increase. - **AHT**: 15% reduction. - **Abandonment**: Maintain <5% for Chat.

7. Work Schedule - **Flexibility Required**: Includes weekdays, weekends, and holidays. - **Scope**: Full management of on-duty staff, ensuring strict adherence to schedules and operational continuity.

**Requirements**:

- Experience & Education** - **Background**: 3+ years of experience in Customer Support/Success, with at least 1-2 years in a leadership or supervisory role. - **Education**: Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent practical experience).

**Technical Skills** - **Platform Proficiency**: Advanced knowledge of **Zendesk** (including Support, Talk, Chat, and Explorer/Analytics). - **Tooling**: Familiarity with **Jira** for bug reporting and **Google Workspace** for reporting and documentation. - **Data Literacy**: Ability to interpret KPIs and BI dashboards to create actionable operational strategies. - **Regulatory Knowledge**: Solid understanding of **LGPD** (General Data Protection Law) and information security best practices.

**Core Competencies** - **Leadership**: Demonstrated ability to coach agents, deliver difficult feedback, and manage **Individual Development Plans (IDPs)**. - **Crisis Management**: Ability to remain calm under pressure and make quick, data-driven decisions during system outages or volume spikes. - **Communication**: Exceptional verbal and written communication skills both in English and Portuguese, - **WFM (Workforce Management)**: Experience with roster management, shift adherence, and real-time interval control.

**Availability** - **Flexible Schedule**: Willingness to work a rotating roster that includes **weekends, holidays, and varying shifts** to ensure 24/7 operational coverage. - **Hybrid Requirement**: This is a hybrid position requiring **on-site presence 4 days per week** at our (Insert City/Office Location) office.

**Benefits** - Paid vacation - Transportation allowance - Meal voucher - Health and dental insurance