Vaga de CX Supervisor BPO

Apply now for a career that puts wellbeing first! GET TO KNOW US Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. *Big news: Gympass is now Wellhub! We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a pass for gyms to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. THE OPPORTUNITY We are hiring a CX Supervisor - BPO to our Customer Experience team in São Paulo, Brazil! This role is to join the B2C team to support the CX Operation in Brazil. This person will be responsible for running operational tasks that will make a direct impact on the metrics and KPIs of operations. Will be the person who knows what happens on the floor and is able to create and apply action plans to improve the performance of the team. Will work closely with the Coordinators to define and execute operational action plans. Will provide guidance and feedback to the operation and monitor the evolution of agents and projects for the team. YOUR IMPACT Lead the BPO operations on the operational performance. Monitor main KPIs and OKRs and understand the levers of achievement, creating action plans to improve the performance. Provide guidance to the operation regarding processes and definitions. Ensure the teams are aware of process changes, training, promotions, etc. Extract data in the reports and create strategic views and analyses according to the needs and leadership guidance. Visit BPO sites when requested. Feed the team with insights about agents' performance and behavior. Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance. WHO YOU ARE Relevant previous experience as a supervisor, leading teams in a CX/ Support/ CS operation of multi-channel customer service operations. Customer Centric oriented. Able to write and talk in English. Advanced Excel. You can combine analytical skills with process-oriented vision. Multitasking. Experience with BPO operations is a plus. We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience leading a customer service operations team and advanced English are mandatory requirements. WHAT WE OFFER YOU (Latam) We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs! Our benefits include: WELLNESS: Health, dental, and life insurance. FLEXIBLE WORK: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home. FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs. WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted. PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday. PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave. CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development. CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! Youll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! And to get a glimpse of Life at Wellhub& Follow us on Instagram and LinkedIn! Diversity, Equity, and Belonging at Wellhub We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. #LI-HYBRID