Supervision of Support in Telephony Systems

1 dia atrás

Ribeirão Preto, Brasil Nestlé Tempo inteiro

**Position Summary**
**Location**: IBS - RAO or ASU
**Area/Stream**:DOS - Data Operations Services

**Reports to**: Data Analytics Manager

**Shift**:Business Hours

**Is there any internal person mapped?**No

**A day in the life of...**
- Managing the team regarding support for requests and incidents;
- Cost control and telephony project management;
- Supporting the team with current projects;
- Preparing technical documentation and assumptions for developments;
- Building relationships with key users and leading internal operations;
- Managing resources and people;

**Required Knowledge**:

- Bachelor's degree in: Technology or Information Systems. Degrees in Administration, Economics, Engineering, Applied Mathematics to Business, or related fields may be considered;
- Advanced or Fluent English is mandatory;
- Advanced or Fluent Spanish is mandatory;
- Experience in managing and implementing telephony projects (IVR), including Amazon Connect, Genesys Cloud, and Teams;
- Knowledge in user management, reporting, scripting, and support for CRM Salesforce;
- Familiarity with the Sprinklr tool for data management in social media;
- People and process management;
- Experience in stakeholder management and crisis management;
- Knowledge in IT management (or ITIL) is desirable.

**What will contribute to your success?**
- Maintaining good relationships and communication with clients and the team;
- Focus on results;
- Proficiency and cooperation with the team;
- Strong service orientation, being efficient in deliveries.

We are a diverse and inclusive company, with multiple perspectives and innovative ideas, that invests in Digital Transformation and values innovation, both in our products and in our working methods. A company that holds respect as a core value and cares about the well-being of our employees. If it does good, we do it

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