Hybrid Customer Experience Supervisor – Retention

at Afya

• Job title: Customer Experience Supervisor – Retention
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Supervisor de Customer Experience at Afya overseeing retention strategies and performance metrics. Leading team development and contributing to operational efficiency in healthcare solutions.

Responsibilities

• Lead, develop and oversee the retention team, ensuring high performance and strategic alignment;
• Define, monitor and optimize key metrics (churn, conversion and productivity);
• Design and refine the area's operational processes;
• Prepare management reports and propose data-driven action plans;
• Handle critical negotiations and high-complexity cases;
• Ensure adherence to internal policies and compliance requirements;
• Implement team engagement and development initiatives, promoting a healthy, collaborative and results-oriented work environment;
• Contribute strategically to reducing financial losses and improving operational efficiency.

Requirements

• Bachelor's degree required;
• Postgraduate degree (preferred);
• Advanced MS Office skills;
• Knowledge of AI (advantage);
• Proven experience as a manager or team leader;
• Experience in Call Center, Contact Center, Retention or Collections operations;
• Solid experience in managing targets, operational KPIs and performance;
• Experience leading teams focused on results and continuous improvement;
• Structured leadership with a focus on people development;
• Strong analytical skills and a systemic view of the operation;
• Strong target and results orientation;
• Proactive mindset with a focus on innovation and process improvement;
• Ability to manage team climate, engagement and motivation;
• Assertive decision-making and conflict management skills.

Benefits

• Meal allowance / meal voucher;
• Flexible working hours and arrangements (for remote positions);
• Transportation voucher (for hybrid or on-site positions);
• Profit sharing (PLR);
• Multi-benefit: flexible allowance via Flash Card to use as you prefer;
• Gympass / Wellhub;
• Psicologia Viva (online platform for consultations with psychologists and nutritionists);
• Health and dental insurance;
• Life insurance;
• Extended parental leave (up to 6 months for mothers and 20 days for fathers);
• Rede D'Ór: support and important information for mother and baby health with a network of accredited nurses;
• Birthday day off (one day off to take on your birthday or during your birthday month);
• Platform with a variety of courses to enhance your skills (UCA);
• Language academy (AIA);
• Leadership development program;
• Discounts on undergraduate and postgraduate courses at Afya educational institutions;
• Premium subscription to Afya iClinic and Afya Whitebook