Análise de dados e acompanhamento dos indicadores da sua equipe, criando estratégias para o atingimento de metas e resultados (Looker Studio, BigQuery, SQL);Acompanhar o funcionamento das ferramentas e plataformas que possam impactar o atendimento (Intercom);Criar e acompanhar PDI dos agentes com foco no desenvolvimento do colaborador (Qulture Rocks);Acompanhar o backlog, grupos de incidentes e feedback da equipe, reportando aos responsáveis com o objetivo de… Show more Análise de dados e acompanhamento dos indicadores da sua equipe, criando estratégias para o atingimento de metas e resultados (Looker Studio, BigQuery, SQL);Acompanhar o funcionamento das ferramentas e plataformas que possam impactar o atendimento (Intercom);Criar e acompanhar PDI dos agentes com foco no desenvolvimento do colaborador (Qulture Rocks);Acompanhar o backlog, grupos de incidentes e feedback da equipe, reportando aos responsáveis com o objetivo de contenção;Acompanhar a frequência, aderências, ajuste da folha de ponto e horas extras dos agentes;Gerir marcação de férias e movimentação da escala dos agentes;Avaliar de forma crítica os materiais disponibilizados por outras áreas da empresa que impactem a operação;Manter equipe atualizada com os movimentos da operação;Condução e registro de 1:1 pontuais e frequentes com a sua equipe sobre performance (indicadores) e comportamentos;Condução de eventuais projetos com as áreas parceiras;Participação na sugestão de melhorias dos processos e fluxos;Desenvolvimento de controles operacionais;Redigir relatórios gerenciais sobre as atividades e resultados do time;Garantir a participação ativamente dos agentes nos treinamentos, pesquisas organizacionais e etc;Conduzir discussões de clima com o time utilizando indicadores de gestão. Show less

Management of the relationship team ensuring a good experience for customers and the achievement of global indicators for recovering business values; Ensure that operation standards and best practices are incorporated by the team; Manage team performance KPIs, using data to maximize productivity and quality (TPR, TEI, TAT, CSAT, NPS); Monitor the evolution of analysts, offering constant feedback in a structured manner; Maintain a healthy and collaborative climate within the team, promoting… Show more Management of the relationship team ensuring a good experience for customers and the achievement of global indicators for recovering business values; Ensure that operation standards and best practices are incorporated by the team; Manage team performance KPIs, using data to maximize productivity and quality (TPR, TEI, TAT, CSAT, NPS); Monitor the evolution of analysts, offering constant feedback in a structured manner; Maintain a healthy and collaborative climate within the team, promoting Isaac's culture. Show less

Monitor and develop people with a 1:1 culture, PDI and feedback;Supervision of customer journey procedures for Digital Channels such as: Facebook, Instagram and LinkedIn (Buzzmonitor, Stilingue);Continuous review and improvement of processes to ensure the best resolution of CX demands;Control of the percentage of migration of services from internal to public channels;Governance of transactional communication in the purchase journey (Infobip, Zendesk);Act as an interface with… Show more Monitor and develop people with a 1:1 culture, PDI and feedback;Supervision of customer journey procedures for Digital Channels such as: Facebook, Instagram and LinkedIn (Buzzmonitor, Stilingue);Continuous review and improvement of processes to ensure the best resolution of CX demands;Control of the percentage of migration of services from internal to public channels;Governance of transactional communication in the purchase journey (Infobip, Zendesk);Act as an interface with other areas to ensure product implementations and improvements;VoC (Voice of the Customer) insights. Show less

Leadership and management of the Customer Experience team in the cities of Natal and Salvador;Development of customer-focused engagement projects and actions;Identification and survey of improvement opportunities, supporting and promoting other areas of the company such as Marketing, Operations and Product;Monitoring and maintenance of results/OKR's (CSAT, NPS Solved Rate, TMA, TME, Efficiency, Training Adherence, etc.);Conducting training, 1:1 and applying continuous feedback… Show more Leadership and management of the Customer Experience team in the cities of Natal and Salvador;Development of customer-focused engagement projects and actions;Identification and survey of improvement opportunities, supporting and promoting other areas of the company such as Marketing, Operations and Product;Monitoring and maintenance of results/OKR's (CSAT, NPS Solved Rate, TMA, TME, Efficiency, Training Adherence, etc.);Conducting training, 1:1 and applying continuous feedback to the team. Show less

Relationship and engagement actions;Creation of new customer experience projects;Onboarding and follow-up of new users.

Coleta, organização e report de feedbacks ao gerente;Propor novos processos para melhoria de interação com os usuários;Acompanhamento dos números da operação na cidade.