Customer Care Professional

Há 17 horas

São Paulo, São Paulo, Brasil TIM SA Tempo inteiro
**Id da vaga**:22338
**Cargo**:Customer Care Professional - Consultor(a)
**Diretoria**:Chief Revenue Officer
**Breakdown**:Residential Solutions
**UO**:Residential Customer Support
**Regional**: TIM SA São Paulo
**Estado**:SAO PAULO
**Cidade**:SAO PAULO
**Descrição do perfil**
Responsável por prover processos, ferramentas e jornadas que garantam uma experiência de atendimento de excelência, além de participar de mapeamentos, desenhar processos e soluções, estruturar, propor e melhorar a jornada do Cliente
**Principais atividades**
- Atuar como agente de mudança nas melhorias de processos internos, disseminando e propondo melhorias processuais e sistêmicas;
- Realizar interface com as áreas internas para tratamento, controle e priorização de demandas;
- Garantir a disseminação da informação para reforço dos processos atuais e novos.
- Gerir processos com foco no desenvolvimento da estratégia de caring para melhoria da experiência do cliente, transformação digital e eficiência operacional.
- Conduzir squads multidisciplinares voltados à melhoria contínua dos processos com foco em cliente e negócio.
- Implementar processos alinhados às metodologias de processos e gestão da cia.
- Analisar continuamente os KPIs de performance e comportamento do cliente para tomada de decisão;
- Analisar continuamente os KPIs de performance e comportamento de fornecedores e prestadores de serviços para tomada de decisão.
- Contratar e gerir o relacionamento com fornecedores externos de soluções tecnológicas e de consultorias voltadas ao caring.
- Conduzir squads para diagnóstico e tratativas de GAP's e oportunidades;
- Elaborar/executar planos de ação para melhoria contínua de processos e indicadores operacionais e/ou de qualidade da empresas responsáveis pela instalação de banda larga;
- Realizar desenho e redesenho "as is" e "to be" de fluxos e rotinas de processos de instalação de banda larga;
- Realizar reuniões matriciais com as operações de para alinhamento de alterações e novos processos;
- Monitorar processos com visão analítica e com capacidade de gerar números para análises;
- Elaborar apresentações executivas;
- Realizar a gestão de contrato do fornecedor (acompanhamento de KPIs, postagem e acompanhamento de RFQ), quando necessário
**Conhecimento, Experiência e Formação**
- Experiência atuando com mapeamento, diagnóstico e elaboração de plano de melhoria em processos, aplicações e sistemas;
- Experiência em condução de projetos;
- Gerenciamento e monitoramento de desempenho (KPI);
- Project Management;
- Processes management;
- Pacote Office;
- Formação superior em Administração, Engenharia e Comunicação.

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