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2nd Line Coordinator

On-site in Ed. Campanhã·Added 3 days ago (last checked 27 Oct)

NOS

19 open roles

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Our summary

Work mode: On-site, Ed. Campanhã
Experience: 10+ years

Skills

This job advert was originally written in Portuguese.

Requirements

What we're looking for

Higher academic education in Management, Economics, Communication, Engineering, or a similar area (or equivalent relevant experience);
10 years of experience;
Professional experience in a Contact Center environment, preferably in complaint contexts or specialized service;
Previous experience in coordination/leadership of operations teams;
Solid knowledge of operation and customer experience metrics, as well as CRM and reporting tools (knowledge of Excel/Power BI and internal NOS platforms is valued);
Strong analytical capacity, critical thinking, and ease in translating data into action plans and decisions;
Continuous improvement mindset, with a focus on operational efficiency, service quality, and reduction of complaint recurrence;
Profile with a high sense of ownership, autonomy, and proactivity, with the capacity to take on critical issues and lead their resolution end to end;
Excellent communication and influence skills, with the capacity to manage multiple stakeholders (internal and partners) and create alignment around the area's priorities;
Resilience, capacity to work under pressure and in emotionally demanding contexts, maintaining focus on the customer and the solution.
Strong sense of cooperation and teamwork;

Pay & benefits

What you'll get

What we have to offer

We promote self-learning and continuous learning through internal initiatives that allow our employees to have contact with the latest news and trends in various areas;
We regularly implement various initiatives to promote well-being, emotional stability, social ties, and work-life balance;
We offer all our employees a benefits package, as well as discounts on the purchase of NOS products and services;
We have a vast set of partnerships with exclusive discounts and conditions for our employees.

The role

We are a future-oriented company, committed to excellence and customer satisfaction.

We offer state-of-the-art fixed and mobile solutions, television, internet, voice, and data for all market segments. We are leaders in film distribution and exhibition, being the exhibitor with the most complexes and screens. We believe in the power of technology to combat the environmental and social challenges we face. We are part of something larger than ourselves, and our ambition is to leave a positive mark on everything we do.

In order to continue to guarantee and evolve the services we provide to our customers, we are recruiting a 2nd Line Coordinator profile for the Customer Operations area at NOS.

What you'll do

What we expect from you

Influence the Partners of the service/processing teams by ensuring motivation, alignment, and focus on results;
Ensure the active involvement of teams in the rigorous execution of action plans, guaranteeing the achievement of defined objectives;
Guarantee the planning and sizing of teams according to contact volumes, SLAs, and quality objectives;
Monitor operational performance and customer experience indicators (NPS, Detractors, TMT, Repetitions, TMC, TBA, etc.), identifying deviations and implementing improvement actions;
Assume ownership of critical issues, leading their resolution proactively and articulating with relevant internal areas;
Coordinate the implementation and adoption of new processes, procedures, scripts, and tools by the teams, ensuring clear communication and close follow-up;
Manage the daily relationship with Contact Center partners (when applicable), ensuring alignment on objectives, SLAs, KPIs, and improvement plans;
Analyze complaint and performance data, identifying root causes and opportunities for improvement, and translating information into concrete action plans;
Promote a "Customer first" culture, reinforcing empathy, clarity of communication, and transparency in all contacts.

Who we are looking for