Senior Ombudsman Analyst

Description

Job Summary: Act as the Ombudsman for CPFL RGE Distribution Company, performing activities related to handling and managing ombudsman and ANEEL complaints. Key Highlights: 1. Act as the Ombudsman for handling and managing CPFL RGE customer complaints. 2. Propose and implement process improvement initiatives and modifications. 3. Technically lead processes and projects within the department. **Senior Ombudsman Analyst** **CPFL RGE** **Work Location:** São Leopoldo/RS **Work Model:** On-site **Prerequisites:** * Completed undergraduate degree; * Must be available for 100% on-site work in São Leopoldo/RS; * Prior experience and knowledge of the electricity sector required; * Knowledge of sectoral regulations, especially Resolution No. 1,000/21, required; * Advanced proficiency in Microsoft Office Suite required; * Customer service experience and familiarity with complaint handling procedures are desirable; * Strongly desirable: knowledge of process diagnostic and improvement tools (e.g., Six Sigma, PDCA); * English language skills are desirable. **Your Day-to-Day Responsibilities:** * Serve as the Ombudsman for CPFL RGE Distribution Company, handling and managing ombudsman and ANEEL complaints, ensuring compliance with applicable legal and regulatory requirements concerning consumer and other users’ rights and obligations; * Conduct mediation and management of CPFL complaints, ensuring compliance with applicable legal and regulatory requirements concerning consumer and other users’ rights and obligations; * Collaborate with business units to propose and implement process, procedure, and routine improvements aimed at mitigating and reducing complaints; * Analyze and respond to customer submissions received by the Ombudsman and/or Regulatory Agencies; * Provide operational support in analyzing and responding to customer complaints submitted to Regulatory Agencies—including ANEEL, ARSESP, and AGERGS—assessing their validity and conformity with current regulations and legislation; * Contribute to process improvements by identifying opportunities for strategic analysis and diagnostics related to complaints across various service channels; * Develop dashboards and conduct studies and diagnostics using both quantitative and qualitative analytical methods strategically, while presenting results and internal governance KPIs; * Technically lead departmental processes and projects, ensuring adherence to deadlines, participating in defining objectives, scope, schedules, and resources, as well as in data collection and identification of improvement opportunities to achieve set goals; * Participate in committees and meetings, acting as the department’s focal point in internal and external forums; * Prepare executive opinions and reports for senior management and Regulatory Agencies, when necessary; * Support departmental indicator management, ensuring reliability of information reported across all forums in which the Ombudsman participates; * Support technical training for internal and third-party teams, promoting knowledge sharing; * Represent the Ombudsman in preparing for and attending audits and inspections; * Propose adjustments to internal policies, systems, and internal documents. **What We Offer:** * Transportation Allowance; * Meal Allowance; * Food Allowance; * Medical Assistance; * Dental Assistance; * Maternity Leave (6 months) and Paternity Leave (20 days); * Childcare Assistance (subject to eligibility criteria); * Life Insurance; * Profit Sharing Plan (PLR); * Gympass; * “Fale Comigo” Program (free, confidential telephone-based advisory services covering psychological, legal, financial, social, and speech therapy support). **Learn More About Us:** We operate in Brazil’s electric power sector and have a solid history since 1912, contributing to the development of cities and states we serve through solutions in power generation, transmission, distribution, energy trading, and service provision. Since 2017, the Group has been part of State Grid—the world’s largest electric power company—strengthening our growth strategy and leadership position in Brazil’s electricity sector. Through our distribution companies, we deliver electricity to over 10 million addresses—serving more than 22 million people—with the efficiency of our service network. We believe diverse teams and inclusive environments for all individuals are fundamental to sustaining innovative organizations focused on customers; therefore, we value diversity and guide our actions to ensure an inclusive culture and equal opportunities for everyone. Want to learn more about CPFL Group? Visit: https://www.grupocpfl.com.br/