Description: * Completed high school education; * 1 year of experience in the field; * Basic Microsoft Office skills; * Data analysis; * Understanding of FTTH concepts; * Familiarity with technologies and equipment used; * Basic knowledge of AutoCAD; * Familiarity with call center processes. The following will be considered advantageous: * Google tools (Sheets, Docs); * Familiarity with field service, release, and collection department processes; * Proficiency levels in Brisanet systems; * Embodying the organizational identity of the Brisanet Group; * Ensuring compliance with departmental standards, processes, routines, and policies; * Monitoring and analyzing area performance indicators and defining short-term actions to improve deliverables; * Analyzing and proposing improvements to operational routines; * Preparing and presenting results reports, forms, spreadsheets, or documents to leadership, as requested; * Actively participating in organizational meetings and commitments when requested; * Using individual and collective safety equipment when necessary; * Performing other duties related to the position, according to area needs and leadership direction; * Ensuring the team has all necessary equipment and resources to perform activities; * Monitoring team productivity and quality of procedures executed; * Monitoring the waiting queue for service requests opened by field service teams; * Monitoring regional demands and distributing them to the team according to route confirmation requirements; * Tracking externally opened service requests; * Monitoring service level agreements (SLAs); * Monitoring customer mapping; * Managing communications regarding identification of customers in arrears with the Collections department, if necessary; * Handling customer complaints received via service channels and/or ombudsman office; * Updating information for team commissioning/productivity calculations. 2512190202551927034