Customer Service Operations

• Monitoring of commercial performance, ensuring the achievement of budgeted targets
• Management of internal stakeholders (e.g., B2C Segment)
• Management of external stakeholders (e.g., Randstad and Manpower)
• Analytical monitoring of results
• Definition and implementation of initiatives to boost performance
• Reporting of results and explanation of deviations
• Preparation and follow-up of the Contact Center sales budget
• Responsible for the retention team, aiming to reduce churn and increase EDP C's market share
• Definition and implementation of initiatives/projects focused on improving Contact Center service levels, increasing commercial performance, and reducing OPEX

• BSc or Master in Business & Management or similar
• Between 6 and 10 years of relevant experience
• Experience in management or a related field
• Previous experience in operations management, project management, or similar
• Experience in commercial/business development roles
• Strong analytical skills for quantitative analysis in Excel, budget preparation
• Excellent interpersonal and stakeholder management skills (both internal and external)
• Proficiency in Microsoft Office

Experience with additional tools (e.g., Power BI)

• Positive and innovative work environment
• Flexible, healthy, and inclusive workplace
• Development and internal mobility opportunities