CUSTOMER SERVICE SUPERVISOR

Description

Job Summary: Supervise field teams responsible for installation, maintenance, and repair of fiber optic networks, ensuring quality, safety, and compliance. Key Highlights: 1. Supervise field teams for network installation and maintenance 2. Monitor performance indicators and propose corrective actions 3. Promote safety culture and resolve team conflicts We are Alloha Fibra, the largest independent fiber optic group in Brazil. A connected and united team passionate about technology and transformation, delivering 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 — dreamers who want to make a difference! **Responsibilities and Duties** * Supervise field teams responsible for installation, maintenance, and repair of the network, ensuring compliance with company standards and procedures, service excellence, and team quality and productivity. * Monitor preventive network maintenance activities to minimize service interruptions and improve service quality. * Supervise and oversee the construction of environments for telecom equipment deployment, including energization and organization of such equipment; * Conduct monthly morning inspections to verify field teams’ compliance with occupational safety norms, materials, tools, and vehicles; * Review team and operational performance reports, identifying improvement opportunities and flagging underperforming cases; * Monitor performance indicators and propose corrective actions when necessary; * Ensure all activities comply with applicable safety regulations and legal requirements; * Promote safety culture across teams to prevent accidents; * Respond to requests from the COPREDE department and/or field teams operating under “On-Call” status to ensure issue resolution and accurate activity delivery. * Collaborate with the CST team to identify optimal customer service alternatives within scheduled timeframes; * Design and plan work and on-call schedules to ensure employee well-being and business financial sustainability; * Periodically approve attendance records and absence requests for team members; * Enter on-call schedules into the system. * Monitor overtime hours for team members with the highest positive or negative deviations; * Schedule and manage time-off days for compensatory time bank usage; * Coordinate inventory of materials used by teams under supervision together with the logistics department; * Organize employee vacation schedules and register them in the system; * Facilitate communication between teams and management, ensuring proper sharing of information and feedback; * Conduct periodic meetings with field teams; * Resolve team conflicts and issues constructively; * Manage system ticket creation for newly hired employees. **Requirements and Qualifications** * Currently pursuing a Bachelor’s degree; * (Preferred: completed degree) * Availability to work on a 6x1 schedule (working Saturdays, Sundays, and holidays as per rotation); * Valid Class B driver’s license; * NR 10 and NR 35 certifications; * Technical experience and knowledge of telecommunications network installation and maintenance procedures; * Availability to work on a 6X1 schedule (working Saturdays, Sundays, and holidays as per rotation) **Additional Information** * Health insurance * Dental insurance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão — PCD dependent assistance * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (if enrolled in Amil health plan) * E-learning platform on the intranet * Tour House: 5%–12% discounts on airfare purchases, hotel bookings, and car rentals. * Movida: 10% discount applied to daily rental rates * Samsung Partnership Portal 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, with a fiber optic network exceeding 140,000 kilometers and 1.6 million subscribers. Here, you’ll find one unified team, working **interconnectedly**, focused on **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture — the Alloha Way — transforming our environment into a collaborative and responsible space for people and business sustainability. For more information, visit https://alloha.com/