CUSTOMER SERVICE COORDINATOR

Description

Job Summary: Responsible for supervising team leaders and teams to efficiently and effectively achieve targets, and for leading the development of projects and people. Key Highlights: 1. Team and project management focused on results and quality. 2. Leadership and talent development in a collaborative environment. 3. Strategic involvement in communication and objective alignment. We are Alloha Fibra, Brazil's largest independent fiber-optic group. A connected and united team passionate about technology and transformation, bringing high-speed internet to every corner of the country. We believe in the power of digital inclusion and a better future. That’s why we seek talents like you—people who dream big and want to make a difference! **Responsibilities and Duties** Oversee supervisors’ performance, ensuring objectives and targets are achieved efficiently and effectively; * Manage internal teams and third-party teams (EPS), monitoring productivity indicators, service quality, and budget adherence; * Coordinate and plan FTTH and FTTA network installations; * Facilitate cross-departmental interaction, lead decision-making processes, and monitor key performance indicators to ensure achievement of established goals; * Coordinate field team operational performance, considering company-defined KPIs, to ensure safe and objective service delivery, offering quality to our customers while safeguarding employee well-being and safety; * Prepare follow-up reports, ensuring timely delivery metrics for both B2B activations and repairs; * Develop field team contingency strategies and procedures. * 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 project execution within agreed timelines and budgets; * Facilitate communication across 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; * Oversee inventory control of measurement equipment; * Supervise contracted partners to ensure compliance with contractual clauses; * Approve attendance records and absence requests for direct reports; * Validate construction payment closures; * Attend management meetings; * Handle ticket creation for employee terminations; * Manage job opening creation in the system; * Conduct interviews for new hires. **Requirements and Qualifications** * Completed undergraduate degree; * Postgraduate degree (preferred); * Advanced Excel proficiency; * Experience in budget management and performance indicators; * Valid Class B driver’s license; * Willingness to travel; * Adaptability and flexibility to operate in an evolving environment; * Emotional intelligence; * Organized, capable of handling non-standard issues and creating processes; * Strong interpersonal skills across all hierarchical levels; * Communication and negotiation skills with peer departments and corporate stakeholders, both vertically and horizontally; * Proactivity and dynamism in resolving problems/requests; * Leadership in team development and management. **Additional Information** * Transportation Allowance; * Group Life Insurance; * Meal or Food Allowance; * Giga+ Discount; * Health Plan; * Dental Plan; * Day Off; * Total Pass; * E-learning Platform on Intranet; * Giga Inclusion Support; * Pregnancy Program – Benefit Card; * Active partnerships with INATEL; OPEN ENGLISH; TOUR HOUSE; SAMSUNG; MOVIDA; YOUCAST-TELEMEDICINE, offering exclusive discounts to Alloha employees. With the purpose of **connecting people, ideas, and businesses while promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent fiber-optic group in the country. This is possible thanks to our team of 5,000 professionals committed to **quality and excellence** in everything they do—always focused on delivering the best products, services, and customer support. **We value diversity**, represented by our employees and customers across all regional and social dimensions—as we operate in 864 cities across 22 Brazilian states, supported by a fiber-optic network exceeding 140,000 kilometers and serving 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnectedly**, focused on **doing the right thing, always**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative and responsible space for people and business sustainability. For more information, visit https://alloha.com/