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Customer Care Professional

4 semanas atrás

Belo Horizonte, Brasil TIM SA Tempo inteiro

**Id da vaga**:22222

**Cargo**:Customer Care Professional - Analista

**Diretoria**:Chief Revenue Officer

**Breakdown**:Customer Relations

**UO**:Gestão do atendimento Pré Pago

**Regional**: TIM SA RJ, ES e MG

**Estado**:MINAS GERAIS

**Cidade**:BELO HORIZONTE

**Descrição do perfil**

Responsável por fornecer suporte aos parceiros de atendimento e interagir com as áreas internas relacionadas ao atendimento aos clientes, acompanhando indicadores relacionados às operações de atendimento, atuando diretamente com fornecedores e usando habilidades analíticas avançadas para melhoria da performance do atendimento e da experiência dos clientes.

**Principais Atividades**
- Mapear os impactos através da metodologia de Quartil das operações, identificando oportunidades processuais, alinhamentos e reportes;
- Elaborar projetos de Customer Care em sinergia com stakeholders internos e externos voltados à evolução do relacionamento com os clientes, gerando maior comodidade e eficiência nas operações de atendimento ao cliente;
- Elaborar/executar planos de ação para melhoria contínua de processos e indicadores operacionais e/ou de qualidade do atendimento ao cliente;
- Monitorar processos com visão analítica e com capacidade de gerar números para análises.
Acompanhar em parceria com operações, a performance e qualidade das células de atendimento;
- Monitorar, ajustar e direcionar as operações de Atendimento ao Cliente, com o objetivo de melhorar a performance, qualidade, como por exemplo: redução Anatel, Rechamada, aumento do NPS e Resolubilidade e etc;
- Realizar a interface com as áreas internas da TIM com o feedback das operações visando revisitar continuamente os processos de atendimento e negociar com os fornecedores as melhores práticas para as entregas dos indicadores operacionais e performance atrelados ao atendimento dos Clientes TIM;
- Elaborar e gerir planos de ação em conjunto com os fornecedores.

**Experiência Profissional e Conhecimentos**
- Experiência na condução/participação de projetos utilizando-se de Metodologias ágeis;
- Experiência com atendimento e análise de ofensores ao atendimento será considerado um diferencial;
- Conhecimento de Operações de Call Center;
- Facilidade na utilização de ferramentas Office (Excel, Power Point, Word, Outlook);
- Metodologias de qualidade, análise de diagnósticos, geração de informação através de cruzamento de dados de performance;
- Graduação Completa ou Cursando em Humana ou Exatas.