Legislação para operação de call center

Discover the essential skills and responsibilities of a telemarketing operator in this comprehensive course. We'll delve into the potential risks faced by these professionals and crucial safety measures, including a detailed look at NR 17 for risk prevention in the workplace.

Learn practical health and safety actions to support the well-being of telemarketing staff. We'll also explore how the CLT (Consolidation of Labor Laws) addresses telemarketing work and the importance of code of ethics and the SAC (Serviço de Atendimento ao Cliente - Customer Service) law.

This course incorporates real-world case studies to help you apply the concepts learned.

Your instructor brings a wealth of experience to this subject. Holding a degree in Business Administration from Universidade São Judas, a postgraduate degree in Health Plan Management from Abramge/São Camilo, and an MBA in Supply Chain, I have built a strong career in the health insurance sector.

Currently, I lead Customer Experience initiatives at Amil ONE (Amil's premium brand). My work focuses on understanding customer pain points, analyzing key performance indicators (KPIs), mapping processes, and designing optimal customer journeys. I'm responsible for creating and monitoring action plans with various business areas, and tracking the success of each implementation.

I lead a team of four professionals dedicated to improving reimbursement processes, network accreditation, authorization procedures, customer service enhancements, and the performance of customer service agencies and the concierge team. Our primary goals are to improve FCR (First Call Resolution), NPS (Net Promoter Score), reduce contact rates, and elevate the overall level of service across all channels.