We are looking for an **Operational Support Leader** to oversee the productivity and quality of procedures executed by the team. Monitor the service queue for tickets opened by field installation and repair teams. Track service-level agreements (SLAs). Monitor customer mapping. If you are a detail-oriented professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Ensure adherence to departmental standards, processes, routines, and policies; * Monitor and analyze area performance indicators and define short-term actions to improve deliverables; * Analyze and propose improvements to operational routines; * Prepare and present reports, forms, spreadsheets, or documents to leadership as requested; * Actively participate in organizational meetings and commitments when required; * Use personal and collective safety equipment when necessary; * Perform other duties related to the position, as needed by the department and directed by leadership; * Ensure the team has all necessary equipment and resources to carry out activities; * Monitor team productivity and the quality of procedures executed; * Monitor the service queue for tickets opened by field service teams; * Monitor regional demand and allocate tasks to the team according to route confirmation requirements; * Track externally opened tickets; * Monitor service-level agreements (SLAs); * Monitor customer mapping; * Coordinate with the Collections Department regarding customer identification contacts for accounts in arrears, if required; * Address customer complaints received via service channels and ombudsman services; * Update information used for calculating team commissioning / productivity. **Requirements and Qualifications** * Completed high school education; * 1 year of experience in the field; * Basic Microsoft Office proficiency; * Data analysis skills; * Understanding of FTTH (Fiber to the Home); * Familiarity with relevant technologies and equipment; * Basic AutoCAD knowledge; * Understanding of call center processes. **Preferred Qualifications:** * Google Workspace tools (Sheets, Docs); * Familiarity with Field Services, Activation, and Retrieval department processes; * Knowledge of Brisanet system functionality levels. **Additional Information** * A workplace culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that supports personal and professional development; * A flat yet structured organizational structure—meaning you are the protagonist of your own career! * Meals (Headquarters: cafeteria; Branches: iFood); * Co-payment health plan; * Dental plan; * Life insurance; * Childcare allowance; * Dependent PCD (Person with Disability) allowance; * Payroll-deductible loans (available after 6 months); * Up to 50% discount on Brisanet internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discount at higher education institutions. We have operated in the telecommunications sector for **27 years**, with a **mission to connect people and promote digital and social inclusion**. Today, we connect over 1.5 million households across Northeast Brazil, **leading the fixed broadband internet market** in the region. We are also a mobile telecommunications operator, experiencing increasingly significant growth. Our journey began in 1998 in Pereiro, a small town in the interior of Ceará state. We were founded with the goal of **providing high-quality, affordable internet access to smaller towns**. Today, we operate across all nine states of Northeast Brazil, delivering **cutting-edge connectivity—from rural areas to state capitals**—actively contributing to Brazil’s digital transformation.