CUSTOMER SERVICE SUPERVISOR

Description

Job Summary: Supervise field teams responsible for the installation, maintenance, and repair of fiber optic networks, ensuring compliance, quality, and productivity. Key Highlights: 1. Supervise fiber optic field teams 2. Monitor performance indicators and propose corrective actions 3. Promote a safety culture among teams 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—people who dream big and want to make a difference! **Responsibilities and Duties** * Supervise field teams responsible for network installation, maintenance, and repair, ensuring compliance with company standards and procedures, excellence in customer service, 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, material, tooling, and vehicle standards. * Review team and operational performance reports, identifying improvement opportunities and flagging underperforming items. * Monitor performance indicators and propose corrective actions when necessary. * Ensure all activities comply with applicable safety regulations and legal requirements. * Promote a safety culture among teams to prevent accidents. * Act upon requests from the COPREDE department and/or field teams operating under “On-Call” status to ensure problem resolution and accurate task delivery. * Collaborate with the CST team to identify optimal alternatives for timely customer service within scheduled timeframes. * Design and plan work schedules and on-call rotations to balance employee well-being and business financial sustainability. * Periodically approve attendance records and leave requests for team members. * Enter on-call schedules into the system. * Monitor overtime hours for top-performing or underperforming employees—both positive and negative. * 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 enter them into the system. * Facilitate communication between field teams and management, ensuring information and feedback are appropriately shared. * Conduct regular meetings with field teams. * Resolve conflicts and issues arising within the team, always seeking constructive solutions. * Handle system ticket creation for newly hired employees. **Requirements and Qualifications** * Currently pursuing a Bachelor’s degree; * (Bachelor’s degree completion preferred) * Availability to work on a 6x1 schedule (working Saturdays, Sundays, and holidays as per roster); * Valid and active Brazilian driver’s license (Category B); * NR-10 and NR-35 certifications; * Technical experience and familiarity with telecommunications network installation and maintenance procedures; * Availability to work on a 6x1 schedule (working Saturdays, Sundays, and holidays as per roster) **Additional Information** * Medical assistance * Dental assistance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão – PCD dependent support * 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 across Brazil**, Alloha Fibra is today the largest independent fiber optic group in the country. This achievement 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 experiences. **We value diversity**, reflected in 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 **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative and responsible space, committed to people and business sustainability. For more information, visit https://alloha.com/