Customer Service Coordinator (1)

Description

Job Summary: Responsible for supervising supervisors and teams, ensuring goal achievement, coordinating network installations, and leading people development and management. Key Highlights: 1. Strategic management of teams and performance indicators. 2. Coordination of FTTH and FTTA network installation projects. 3. Leadership and talent development in a collaborative environment. Description: * Bachelor's degree required; * Postgraduate degree (preferred); * Advanced Excel proficiency; * Experience in budgetary management and KPIs; * Valid Class B driver's license; * Willingness to travel; * Adaptability and flexibility to work in an evolving environment; * Emotional intelligence; * Organized, with ability to handle non-standard matters and create processes; * Interpersonal skills across all hierarchical levels; * Communication and negotiation with peer departments and corporate stakeholders, both vertically and horizontally; * Proactivity and dynamism in problem/demand resolution; * Leadership in team development and management. Oversee supervisor management, ensuring objectives and targets are achieved efficiently and effectively; * Manage the team and EPS (third-party team), monitoring productivity, service quality, and budget indicators; * Coordinate and plan FTTH and FTTA network installations; * Facilitate internal departmental interaction, lead decision-making to ensure objective attainment, and monitor key performance indicators; * Coordinate field team operational performance, considering company-defined result indicators, to deliver services safely and objectively while ensuring customer satisfaction and safeguarding employee well-being and safety; * Prepare progress 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 to foster a positive and collaborative work environment; * Evaluate team and individual performance, provide constructive feedback, and implement improvements when necessary; * Develop and execute action plans aligned with company goals, ensuring project execution within established timelines and budgets; * Facilitate cross-departmental and cross-level communication, ensuring effective sharing of relevant information; * 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 points and leave requests from direct reports; * Validate construction payment closures; * Attend management meetings; * Handle service ticket initiation for employee terminations; * Handle job opening creation in the system; * Conduct interviews for new hires. 2511280202191891043