Customer Operations Analyst

EDP; Porto; Híbrido; EUR 52 000 - 62 000; Tempo integral

Resumo da oferta

EDP in Porto, Portugal, is seeking a BPO team manager for a full-time, hybrid role. You will lead the BPO team, coordinate action plans, and ensure timely resolutions of customer-impacting requests.

You will collaborate across organisational units, manage customer expectations, and identify opportunities to streamline processes, driving improvements and value for our customers and the business.

Qualificações

• Autonomy and accountability in decision-making.
• Clear, proactive communication across organisational units.
• Experience in managing and automating BPO activities.
• Knowledge of the Network Connection process.
• Proven record of team management and leadership.
• Strong analytical and problem-solving skills.

Responsabilidades

• Manage the BPO team, proposing and following up on action plans whenever deviations are identified.
• Follow up on the resolution of operational requests that impact customers.
• Monitor and follow up on the lifecycle of Network Connection Requests, interacting with responsible Units.
• Manage customer expectations and follow up on processes with customers.
• Identify process improvement opportunities and implement them.

Conhecimentos

Autonomy & accountability

Strong communication

Teamwork

Analytical skills

BPO management experience

Network Connection process knowledge

Team management

Descrição da oferta de emprego

We are EDP, a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all-green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.

We work to make energy efficiency, and the energy transition a reality. Networking and technological innovation provide an opportunity for accelerated learning, while generating value for our customers’ businesses.

Main responsibilities:

• Manage the BPO team, proposing and following up on action plans whenever deviations are identified.
• Follow up on the resolution of operational requests that have an impact on customers.
• Monitor and follow up on the lifecycle of Network Connection Requests, interacting with all responsible Organisational Units.
• Manage customer expectations and follow up on processes with customers.
• Identify process improvement opportunities and follow up on their implementation.

Employment type: Full-Time

Work site: Hybrid Model

What are we looking for:

• Autonomy and accountability.
• Strong communication skills across different Organisational Units.
• Ability to work effectively as part of a team.
• Strong analytical skills.
• Experience in managing and automating BPO activities.
• Knowledge of the Network Connection process.
• Experience in team management.

More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose.

Equal opportunities for all

Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group.

As a top employer we:

• Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision-making;
• Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits;
• Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility;

Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent:

• Top employer certification by Top Employers Institute
• Part of the Bloomberg Gender-Equality Index
• Top 100 Workplaces by Houston Chronicle

Discover our tips to enhance your performance during the recruitment process and apply until September 16, 2026 if you think you are the right fit for this opportunity.