Customer Operations Analyst

EDP Renewables; Porto; Híbrido; EUR 42 000 - 60 000; Tempo integral

Resumo da oferta

EDP Renewables in Porto, Portugal, is seeking an experienced BPO Team Manager to lead our customer operations within a hybrid work model.

You will manage the BPO team, drive action plans for deviations, and ensure smooth resolution of customer-impacting requests while coordinating with multiple Units on Network Connection processes.

We value autonomy, strong communication, decision-making, and a customer-service mindset, with a track record in team leadership and process improvements.

Qualificações

• Autonomy and accountability.
• Strong communication across different Organisational Units.
• Decision-making skills.
• Experience in managing and automating BPO activities.
• Knowledge of the Network Connection process.
• Experience in team management.
• Strong customer service orientation.

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 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.

Conhecimentos

Autonomy & accountability

Cross-unit communication

Decision making

Team collaboration

Analytical skills

BPO management

Network connection process

Team management

Customer service

Descrição da oferta de emprego

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.
• Decision-making skills.
• 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.
• Strong customer service orientation.

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
• Global certification as a family-responsible company by Fundación Másfamília
• Top 100 Workplaces by Houston Chronicle

Discove r our tips to enhance your performance during the recruitment process and if you think you are the right fit for this opportunity.