Customer Operations Lead — BPO & Network Lifecycle

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

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.