CUSTOMER SERVICE COORDINATOR

Description

Job Summary: Lead and manage FTTH/FTTA network teams and projects, optimizing performance and ensuring operational excellence. Key Highlights: 1. Strategic management of fiber optic teams and projects 2. Development and implementation of action plans 3. Interdepartmental communication and collaboration We are Alloha Fibra, the largest independent fiber optic group in Brazil. 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** * Manage the team and third-party EPS (External Personnel Services), monitoring productivity indicators, service quality, and budget; * Coordinate and plan FTTH and FTTA network installations; * Facilitate internal cross-departmental interaction, leading decision-making processes to ensure achievement of defined objectives while monitoring key performance indicators; * Coordinate field team operational performance, considering company-defined performance indicators, to ensure safe and objective service delivery, providing quality to our customers and safeguarding employee well-being and safety; * Prepare follow-up reports, guaranteeing results for the SLA indicator—both for B2B activations and repairs; * Develop contingency strategies and procedures for the field team; * 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 established 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 development programs for the team; * 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 from direct reports; * Validate payment closure for construction projects; * Attend managerial meetings; * Handle ticket creation for employee terminations; * Manage job opening registration 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 KPIs; * Valid Class B driver’s license; * Willingness to travel; * Adaptability and flexibility to operate in an evolving environment; * Emotional intelligence; * Organized, with ability to handle non-standard issues and create 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 problem/demand resolution; * 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 people committed to **quality and excellence** in everything we do—always focused on delivering the best products, services, and customer support. **We value diversity**, represented by our employees and customers across Brazil’s regional and social spectrum—since 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, operating **interconnected**, focused on **doing the right thing—always**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our workplace into a collaborative, responsible environment, caring for people and business sustainability. For more information, visit https://alloha.com/