Team Leader de Atendimento
On-siteSão Paulo, São Paulo, Brazil
Job Summary
Manage daily operations for the Renda Variável support team by organizing queues, monitoring KPIs like CSAT and FCR, and ensuring accurate technical handling of operations for stocks, options, and ETFs. Act as the primary focal point during shifts to address analyst inquiries, approve workflows, and lead 1:1s and weekly meetings to drive continuous quality improvement. Resolve high-priority incidents by reporting issues and participating in crisis rooms to align operational views across departments. Serve as the technical reference for the team while promoting XP culture and maintaining engagement under high-pressure volumes. Full-time role with a flexible hybrid schedule, offering comprehensive benefits including health insurance, investment funds, and a Visa Infinite card.
Required Qualifications
- Experiência prévia como líder ou referência técnica em times de atendimento
- Vivência com operações de Renda Variável
- Acompanhar fortemente KPI's de atendimento de cada analista do time (CSAT, TMA, TME, FCR, Qualidade, etc)
- Conhecimento sólido dos processos de atendimento: gestão de filas
- Conhecimento sólido dos processos de atendimento: indicadores operacionais
- Conhecimento sólido dos processos de atendimento: rotina de operação em alta demanda
Desired Qualifications
- Vivência em acompanhamento de incidentes e participação em salas de crise
- Certificação PQO – Operações
- Certificação CPA-10
- Certificação CPA-20
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