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Job Summary: Coordinate customer service processes, optimizing routines, analyzing issues, and promoting continuous improvements, leading teams and ensuring excellence in deliverables. Key Highlights: 1. Leadership of in-house and partner teams in customer service. 2. Optimization and continuous improvement of customer service processes. 3. Analysis of reports for diagnosis and action plans. The Vice-Presidency of Engineering and Customer Service, together with the Customer Service Directorate – Central-West Region, aims to deliver Vivo's services, prioritizing high technology and quality. All activities align with Vivo's Culture principles, with employees consistently focused on ensuring excellence in deliverables and continuously improving process quality and efficiency. This position is located in Cuiabá – MT and is responsible for customer service in the states of MT and AC. **Responsibilities and Duties** Coordinate customer service processes, organizing daily execution routines for in-house and partner teams, and technically assessing the need for routine adjustments. Interact and plan daily with partners to meet customer demands in the shortest possible time. Analyze and diagnose problems through report extraction and analysis to implement action plans. Promote continuous improvement of customer service processes. Lead and support people to contribute to the efficiency of the customer service process and deliver expected business results. Fully understand area indicators and KPIs and promote team awareness of them. Develop plans to achieve these KPIs. Negotiate with management and peer departments for necessary resources to meet goals and deliver results. Interface with internal departments and suppliers to provide technical assistance for the product. Assess demand and supply of materials used in service, requesting corrections when necessary. Serve as a leader in occupational health and safety initiatives among all team members. Lead and understand Telefônica’s Environmental Policy and implement it in daily activities to ensure the company’s best environmental management practices. **Requirements and Qualifications** Completed Bachelor’s degree in Engineering or related field – Completion Certificate **Additional Information** **What we offer you:** At Vivo, we spare no effort in supporting and valuing our employees. These are not only excellent benefits but also flexible ones. * Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; * Corporate mobile phone. Yes, a brand-new smartphone for you! * Unlimited voice and data plan! Yes, unlimited! With Vivo’s best mobile network, even faster with Vivo’s 5G! * An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; * Eligibility for annual Bonus or Profit Sharing Program (PPR); * Plan your future through our Private Pension Plan; * Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; * Work in an environment that respects your personality, your style of dress, and your individuality—you can be authentically yourself. \#VemdeVocê * Work remotely up to two days per week. \#Mobility * Enjoy flexible working hours; * Take a day off (Day off) to celebrate your birthday; * Participate in one of the largest corporate volunteer programs to transform the world; * Access our Educational Development Program offering partnerships with educational institutions at discounted rates; certifications and online courses. * Accelerate your career through our Internal Recruitment Program, both in Brazil and abroad—we operate in over 17 countries! \#VivoMinhaCarreira * Benefit from numerous initiatives to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a better quality of life! Available to our employees are consultations with nutritionists, psychologists, social workers, telemedicine, and much more! * All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and people’s potential! \#VivoDiversidade \#VemPraVivo We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Bring Closer** people, businesses, and society as a whole—building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers, placing them in control of their digital lives—with security and reliability—all delivered with the quality only Vivo provides. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We have implemented agile methodologies across the organization, seeking to connect with the most innovative and collaborative ways of working. We act to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—transforming purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately resolve what matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust connections. * **"Curiosity works well"**: Act courageously, test new ideas, and learn from every discovery. * **"It can be simpler"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Take ownership of your actions and outcomes, recognizing that omissions also create impact. We believe **diversity**—of people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator reflecting the society we live in. We have a robust internal program grounded in five pillars: Gender, LGBTI+, Race, Persons with Disabilities (PcD), and 50+—ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customer begins with delivering a great experience to our employees. **\#VemPraVivo**
