CACI Project Operations Officer integrating strategic initiatives and supporting business strategy development. Communicating effectively and managing resources for operational processes in a fast - paced environment.
About the role
- IT Operations Specialist at Tahto transforming customer interactions with technology and innovation-focused solutions. Seeking empathetic professionals for operational excellence and process improvement.
Responsibilities
- Gather and implement improvements in the SIG, SIMPLES and SISWEB NPS tools;
- Identify opportunities in the Oi Atende, Matriz, PUCCA, ITO and Conceitos processes;
- Map quality offenders to identify process gaps;
- Conduct focus groups to collect and resolve operational questions;
- Align and map the audit and improvement process;
- Verify access releases for operation profiles;
- Prepare operational support materials (quality perspective);
- Open SOL tickets for process changes and tool adjustments;
- Calibrate with supervisors, monitors, auditors and agents;
- Interact with Oi to address Quality and Process topics;
- Participate in meetings to present results;
- Support the operation in diagnosing indicators of the competition model, identifying opportunities for improvement and performance development;
- Monitor the implementation of improvements related to the competition model indicators, providing support for problem-solving and pending issues;
- Oversee the implementation of the "Cuidar do Cliente" (Care for the Customer) initiatives, ensuring team adherence to projects;
- Validate training/process content related to the "Cuidar do Cliente" initiatives, identifying improvement opportunities and ensuring effective knowledge transfer;
- Attend company-provided trainings when necessary, ensuring the effectiveness of the "Cuidar do Cliente" content;
- Validate operational presentation materials for the "Cuidar do Cliente" initiative, indicating follow-ups being performed with support areas;
- Interact with the quality area when a targeted diagnosis is needed for the "Cuidar do Cliente" initiatives, indicating the required perspectives for an accurate diagnosis and effective corrective actions;
- Conduct call/listening sessions to identify improvement opportunities (operational errors, systemic process issues, etc.) within the areas under your responsibility;
- Point out process and operational improvement opportunities to support areas;
- Interact with the operation (Managers, Supervisors and Agents) to encourage performance development, highlighting opportunities identified in carried-out diagnostics;
- Monitor the implementation of opportunities identified in the "Choreography" presentation and the "Why the phone rings" initiative;
- Track adherence and effectiveness of the Supervisor case study for the "Choreography" and identify opportunities with Agents;
- Participate in "Cuidar do Cliente" and "Choreography" initiative meetings;
- Monitor supervisors' communication to their teams regarding process changes/reinforcements related to "Cuidar do Cliente", "Choreography" and "Why the phone rings";
- Reconcile improvement opportunities in meetings with Oi representatives and Process teams ("Why the phone rings" and "Choreography");
- Interact with Anatel, Ombudsman and VIP teams to handle critical cases, tracking callbacks and ensuring issue resolution and customer satisfaction;
- Perform other activities related to the role.
Requirements
- Operational experience in analyzing indicators and processes;
- Preferable experience in the Call Center segment;
- Bachelor's degree completed in Administration, Communication, Mathematics or related areas;
- Basic knowledge of Microsoft Office;
- Advanced knowledge in analysis of Quality Process indicators;
- Advanced knowledge in preparation of management reports;
- Behavioral skills:
- Organization and planning;
- Negotiation;
- Interpersonal relationship;
- Problem analysis and solving;
- Systemic thinking;
- Proactivity;
- Communication.
Benefits
- Childcare assistance for children up to 5 years old;
- Exceptional Child Allowance - no age limit;
- Health and dental plan;
- Life insurance;
- Transportation voucher;
- Food and/or meal voucher;
- PPR - Profit Sharing Program;
- Wellhub (wellness platform);
- Partnerships with various companies (educational institutions, language schools, among others).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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