CUSTOMER OPERATIONS SUPERVISOR

Description

Job Summary: Responsible for supervising and developing operational teams, ensuring efficiency, quality, and continuous improvement of customer service processes. Key Highlights: 1. Operational team management and development 2. Focus on quality and productivity metrics 3. Continuous improvement of processes and results ### **Responsibilities** People management Manage quality and productivity metrics Internal metrics NPS Anatel Train and develop teams Provide feedback—both positive points and areas for improvement Guide the team on daily work procedures Prepare work schedules, monitor working hours and vacations Monitor technicians' daily activities via TOA system Ensure compliance with occupational health and safety standards adopted by the company Guarantee supply of necessary materials for team activities Maintain updated overtime records, ensuring compliance with electronic timekeeping Conduct field inspections verifying uniform, ID badge, tools, vehicle, and PPE/EPC Serve as a support point to address team questions Conduct training, capacity building, and refresher courses as needed for teams Maintain good interdepartmental interaction—COR, SERVICE MANAGEMENT, ENGINEERING Develop successors. ### **Behavioral Competencies** Leadership and team management. Clear and effective communication. Results- and goal-oriented mindset. Ability to adapt to change. ### **Technical Competencies** Proficiency in management tools Performance indicator (KPI) management. ### **Position Overview** Responsible for supervising operational teams. Ensure efficiency in customer service operations. Focus on continuous process improvement. Act as an interface between customers and internal teams.