Contact Center Supervisor

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Contact Center Supervisor is responsible for overseeing all B2B Contact Center activities, ensuring the delivery of a high-quality, consultative service to corporate clients, agencies, and business partners. The role ensures full alignment with the local B2B sales strategy and the global Contact Center operating model, supporting revenue growth, partner relationships, and customer satisfaction, under the guidance of the Contact Center Manager in Brazil.

Your Impact

• Analyze B2B Contact Center performance, ensuring compliance with agreed service levels, quality standards and SLAs for corporate clients and business partners (Tourism agencies, tourism consolidator and other B2B partners).
• Coordinate local Contact Center activities, ensuring full alignment with the global B2B customer service strategy;
• Act as a key point of contact for B2B clients, agencies, strategic partners and the Sales team, delivering a consultative, solution-oriented service approach.
• Promote best practice sharing within B2B customer service operations and identify continuous improvement opportunities across processes and customer experience.
• Coordinate team workflows, including shift planning, forecasting models, B2B demand management and prioritization of key accounts.
• Lead, manage and develop B2B customer service teams, taking full responsibility for performance, engagement, training and professional development.
• Work closely with Sales, Trade Marketing, Revenue and other key stakeholders to continuously evolve B2B service processes and operating models.
• Monitor and report on B2B-specific KPIs such as response time, first-contact resolution, customer satisfaction, retention and loyalty.

Your Journey so far

• Fluent in Portuguese with advanced proficiency in English.
• Proven experience leading Contact Center or Customer Service teams with a strong B2B or Key Accounts focus.
• Minimum of 3–5 years of experience in a managerial role within a Call Center or Customer Service environment, preferably B2B.
• Previous experience in an international corporate environment.
• Professional proficiency in MS Office and a solid understanding of CRM systems, customer service platforms and process management.

Your Essentials

• Excellent communication and stakeholder management skills, with the ability to interact effectively with corporate clients and internal teams.
• Consultative mindset with a strong results orientation and continuous improvement focus.
• Team-oriented, empathetic, flexible and sensitive to different client and partner needs.
• Proactive, well-organized and driven by service excellence.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!