Call Center Representative

• Analyze customer experience metrics, with a focus on NPS.
• Evaluate customer and insurance broker comments to identify improvement opportunities.
• Analyze customer and insurance broker journeys.
• Identify opportunities to improve processes and service models.
• Turn data and metrics into practical actions.
• Support continuous improvement initiatives.
• Prepare communications and guidance for customer service teams.
• Collaborate with agents, supervisors, coordinators, and leadership.
• Contribute to improving the customer experience while keeping the employee experience in mind.

Contact Center Quality Analyst

• Provide customer service focused on retaining subscribers who intend to cancel
• Support customers through various channels, including phone, WhatsApp, email, and chat
• Handle customer service, customer retention, new customer prospecting, and subscription sales

Customer Service and Retention Specialist – Call Center

• Handle customer service inquiries and negotiate with customers by phone and WhatsApp (outbound and inbound)
• Consult and manage leads
• Prospect for new customers
• Register new subscriptions and apply benefits and discounts in the system
• Use Excel to update and organize sales information

Sales Representative – Call Center

• Work as an independent sales representative for Wise Educação
• Prospect for new customers
• Respond to inquiries and convert them into sales
• Build a career in sales within the Wise Educação group

Call Center Sales Agent

• Ensure the efficiency, quality, and continuity of the airline’s customer service operation
• Lead customer service teams
• Monitor operational metrics
• Ensure compliance with procedures, standards, and service levels
• Manage employees and develop the team
• Resolve critical issues
• Implement continuous improvements
• Focus on delivering an excellent customer experience, operational productivity, and achievement of contracted results

Operations Supervisor – Bilingual, Call Center

• Assign tasks to the team in an organized manner, taking priority and deadlines into account
• Control and monitor the production of legal submissions, court-ordered obligations, and registrations in legal software
• Prepare internal reports and reports for the contracting client
• Maintain a strong relationship with the client and participate in meetings
• Analyze the accuracy of documents and activities completed by analysts
• Promptly flag situations that could result in financial or reputational damage
• Work on the chat support channel

Bilingual Operations Supervisor – Call Center

• Provide authorization numbers for procedures performed within the provider network, within the scope of authority
• Guide, refer, and authorize users and service providers in accordance with the principles and guidelines of the healthcare delivery model
• Provide customers and service providers with prompt, accurate, and courteous administrative information
• Record suggestions and complaints, provide solutions within the scope of authority, and refer issues for internal review
• Record information about medical procedures in technology systems to support the medical team’s analysis
• Perform outbound telemarketing activities
• Provide support through multiple communication channels
• Receive and forward transportation requests for technical assessment and report them to the immediate supervisor
• Handle second-level support processes, operational support, inbound calls, and requests from the Inbound Customer Service Management team
• Handle second-level support processes, operational support, outbound calls, and requests from the Outbound, Multichannel, and Second-Level Support Management team
• Ensure the quality of telephone service, confidentiality of health information, standardized responses, and customer satisfaction
• Keep up to date with CASSI Contact Center processes
• Maintain the organization of the workstation, materials, and equipment
• Participate in the Quality Management System when requested
• Assist in preparing and updating documents
• Serve as a trainer and knowledge multiplier for updates, new procedures, and system implementations
• Work across customer service modules according to the work schedule strategy
• Submit suggestions and improvement proposals in support of the Quality Policy

Junior Call Center Operator – Inbound Customer Service, Open to People with Disabilities

• Prospect for new customers
• Handle inquiries and convert them into sales
• Work as an independent sales representative for Wise Educação
• Build a career in sales with support from training and professional development