Job Description

Job Summary:The Support Call Centre Manager is responsible for overseeing the day-to-day operations of the customer support department. This role ensures that customers receive excellent service and that the support team functions efficiently. The manager will lead a team of support agents, implement customer service strategies, handle escalations, and work closely with technical and operational departments to improve service delivery and customer satisfaction.Key Responsibilities:1. Team Management

• Lead, motivate, and support a team of customer support agents.
• Manage schedules, performance evaluations, and training programs.
• Create a positive, high-performance team environment.

2. Customer Experience

• Monitor customer interactions to ensure high service standards.
• Handle complex customer escalations and complaints.
• Ensure fast, efficient resolution of issues and requests.

3. Operational Efficiency

• Develop and implement support workflows and standard operating procedures (SOPs).
• Monitor KPIs such as response time, resolution time, and customer satisfaction scores.
• Optimize staffing and shift coverage to meet demand.

4. System and Process Improvement

• Utilize helpdesk and call centre software to streamline support operations.
• Identify and implement improvements to increase efficiency and reduce repetitive issues.
• Work with technical teams to relay customer pain points and recommend solutions.

5. Reporting and Analytics

• Produce regular reports on team performance and customer satisfaction.
• Analyze trends and adjust strategies accordingly.
• Track call volumes and service trends to plan for future growth.

6. Collaboration

• Act as a liaison between the support team and other departments including sales, billing, and engineering.
• Participate in planning meetings to ensure customer-centric policies and improvements.
• Contribute to company-wide initiatives focused on customer retention and loyalty.

7. Training and Development

• Ensure agents are well-trained in product knowledge, communication skills, and troubleshooting.
• Roll out training for new tools, processes, and product offerings.
• Support career development within the team.

Requirements:

• Minimum 3 years of experience managing a support or call centre team, preferably in an ISP or tech-related environment.
• Strong interpersonal and leadership skills.
• Experience with customer service software (e.g., Freshdesk, Zendesk, or similar).
• Proven ability to analyze data, generate insights, and take action.
• Fluent in Portuguese and English (written and spoken).
• Ability to thrive in a fast-paced and evolving environment.
• Customer-first mindset and a strong commitment to service excellence.

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