Job Description
Role Overview
We are hiring a Customer Service Operations & Governance Coordinator located in the São Paulo office. This full‑time position ensures daily control over the BPO operation, service performance, queue monitoring, response time management, KPI follow‑up, and quality checks across key service channels. The role partners closely with the Customer Service Senior Manager to maintain discipline, visibility and consistency for Brazil’s customer‑service operations.
Key Responsibilities
- BPO Operational Governance
- Coordinate the day‑to‑day operational governance of the BPO in Brazil.
- Follow up service performance across phone, chat, email and special teams.
- Maintain regular operational routines with BPO leaders and supervisors.
- Track agreed action plans, deadlines, owners and expected outcomes.
- Identify operational risks early and escalates relevant topics to the Customer Service ...