Hybrid Customer Operations Analyst: BPO & Process Optimizer

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

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.