Customer Service Coordinator (1)

Description

Job Summary: Manages FTTH/FTTA teams and operations, optimizing performance, coordinating processes, and promoting communication and collaboration in a dynamic environment. Key Highlights: 1. Leadership in team management and talent development. 2. Strategic coordination of FTTH and FTTA networks. 3. Work in a developing environment with a focus on process creation. Description: * Bachelor's degree required; * Postgraduate degree (preferred); * Advanced Excel proficiency; * Experience in budget management and KPIs; * Valid Class B driver's license; * Willingness to travel; * Adaptability and flexibility to work in a developing environment; * Emotional intelligence; * Organized, capable of handling non-standard matters and creating processes; * Strong interpersonal skills across all hierarchical levels; * Communication and negotiation with peer departments and corporate stakeholders, both vertically and horizontally; * Proactivity and dynamism in problem/demand resolution; * Leadership in team development and management. Responsible for supervising supervisors, ensuring objectives and goals are achieved efficiently and effectively; * Manage the team and third-party workforce (EPS), monitoring productivity, service quality, and budget indicators; * Coordinate and plan FTTH and FTTA network installations; * Facilitate internal departmental interaction, lead decision-making to achieve proposed objectives, and monitor key performance indicators; * Coordinate field team operational performance, considering company-defined result indicators, to ensure safe and objective service delivery, provide quality to customers, and safeguard employee well-being and safety; * Prepare monitoring reports, ensuring timely completion metrics for both B2B activations and repairs; * Develop contingency strategies and procedures for the field team. * Serve as a liaison between senior management and the team, promoting communication, collaboration, and strategic alignment; * Lead, guide, and motivate the team, fostering a positive and collaborative work environment. * Evaluate team and individual performance, providing constructive feedback and implementing improvements when necessary; * Develop and implement action plans aligned with company goals, ensuring projects are executed within established timelines and budgets; * Facilitate communication among different departments and hierarchical levels, ensuring relevant information is shared effectively; * Monitor performance indicators and prepare reports for senior management, identifying improvement opportunities and proposing solutions; * Identify training needs and promote continuous team development programs; * Manage departmental financial and material resources, ensuring process optimization and efficiency; * Report team results to Management; * Promote inventory control of measurement equipment; * Supervise contracted partners to ensure compliance with contractual clauses; * Approve attendance points and absence requests for direct reports; * Validate project payment closures; * Attend management meetings; * Handle ticket creation for employee terminations; * Handle job opening creation in the system; * Conduct interviews for new hires. 2512300202491891043