Customer Service Manager

Jobtailor; Rio de Janeiro; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Service leader in the telecommunications sector to manage and optimize service delivery, ensuring performance metrics and customer satisfaction across the organization.

The role focuses on leading teams, coordinating with internal departments and providers, and driving continuous improvement in operational excellence while aligning with corporate policies.

Qualificações

• Experience in the telecommunications industry.
• Experience in people management.
• Experience managing service provider companies.

Responsabilidades

• Manage Customer Service operations.
• Ensure compliance with performance, quality, productivity, turnaround time, and customer satisfaction indicators.
• Lead Customer Service teams.
• Act as liaison with internal departments and suppliers to provide technical product support.
• Promote operational excellence and continuous improvement in business results.

Conhecimentos

Telecommunications industry

People management

Service provider management

Descrição da oferta de emprego

• Manage Customer Service operations
• Ensure compliance with performance, quality, productivity, turnaround time, and customer satisfaction indicators
• Lead Customer Service teams
• Technically assess the need for changes to procedures
• Perform configuration, operation, and monitoring procedures for network elements
• Assess demand for and supply of materials used in service delivery
• Request corrections when necessary
• Act as the liaison with internal departments and suppliers to provide technical product support
• Analyze and diagnose issues by extracting and analyzing reports
• Implement action plans
• Ensure the availability of resources required for the occupational health and safety management system
• Develop, lead, and promote an organizational culture that supports the results of the occupational health and safety management system
• Understand and implement Telefónica’s Environmental Policy in daily activities
• Promote operational excellence and continuous improvement in business results

Requirements

• Experience in the telecommunications industry
• Experience in people management
• Experience managing service provider companies

Core Competencies

Demonstrates expertise in managing customer service operations within the telecommunications industry, ensuring compliance with performance metrics and promoting a culture of operational excellence and continuous improvement.

Highest-signal resume keywords

• Customer Service Management
• People Management
• Telecommunications Industry Experience
• Operational Excellence
• Occupational Health and Safety Management

Hard Skills

• Performance Compliance
• Quality Assurance
• Productivity Monitoring
• Network Element Configuration
• Issue Diagnosis and Analysis
• Action Plan Implementation

Soft Skills

• Leadership
• Communication
• Collaboration

Industry Keywords

• Service Provider Management
• Environmental Policy Implementation
• Continuous Improvement
• Customer Satisfaction Indicators