Customer Service Coordinator (1)

Description

Job Summary: Responsible for leading and managing teams and supervisors to ensure goal achievement, coordinating operations, and implementing strategies to optimize processes and guarantee service quality. Key Highlights: 1. Leadership and management of high-performance teams. 2. Strategic management of budgets and KPIs. 3. Coordination of FTTH and FTTA network installation. 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 a developing environment; * Emotional intelligence; * Organized, with ability to handle non-standard matters and develop 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 third-party personnel (EPS), monitoring productivity, service quality, and budget indicators; * Coordinate and plan FTTH and FTTA network installations; * Facilitate internal departmental interaction, lead decision-making to achieve set objectives, and monitor key performance indicators; * Coordinate field team operational performance, considering company-defined result indicators, to ensure safe and objective service delivery, providing quality to our customers while safeguarding employee well-being and safety; * Prepare follow-up reports, ensuring timely indicator results 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, provide constructive feedback, and implement improvements when necessary; * Develop and execute action plans aligned with company goals, ensuring projects are delivered on time and within budget; * Facilitate communication across departments and hierarchical levels, 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 absence requests for direct reports; * Validate project payment closures; * Attend management meetings; * Handle ticket creation for employee terminations; * Manage job opening creation in the system; * Conduct interviews for new hires. 2511280202191891043