About the job
Responsibilities:
Lead the customer service team to achieve departmental goals.
Supervise and manage schedules, assigning daily and weekly tasks to the support team.
Monitor the adherence to work schedules and shifts of supervisors.
Report voluntary resignations within the team.
Notify about terminations that require severance pay.
Request and oversee administrative warnings for team members, gathering evidence and defining necessary commitments.
Approve requests for additional tools for team members.
Conduct one-on-one meetings to identify improvement areas and provide feedback to supervisors.
Manage and track the fulfillment of KPIs and OKRs.
Evaluate the performance of the entire support team.
Request new positions for the department (internal promotions, replacements, or new hires).
Conduct final interviews for support candidates.
Confirm the pipeline and the leader responsible for new hires.
Approve vacation requests through the Runa system, considering peak seasons and established guidelines.
Authorize contracts for indefinite employment of support team members.
Email HR about any exceptions regarding former employees' email usage.
Notify HR about changes in work location.
Communicate changes in variable compensation metrics, goals, and rules for agents and team leaders to HR.

