Customer Support

• Manage, plan and procure materials and services within Commercial Services, Marketing and Customer Care purchasing, with shared responsibility for VAS purchases;
• Lead and manage a team of buyers responsible for call center service providers, fraud and collections services, store cashiers, store help desk services, among other services;
• Support the team in procurement processes and take an active role in designing strategy and negotiating the area’s most relevant processes. Assist colleagues in scouting new suppliers, understanding TIM’s needs and identifying partner opportunities to achieve the best outcomes;
• Analyze information (through benchmarking) on economic and financial aspects to help develop action plans that contribute to achieving company objectives;
• Implement action plans for continuous improvement of the company’s service quality level, focusing on reducing operational costs and meeting corporate targets while adhering to company procedures;
• Develop the annual procurement plan with follow-up, monitoring and action plans;
• Build commercial models aligned with purchasing needs by analyzing short-, medium- and long-term impacts. Interface with internal clients to understand their urgencies and jointly establish priorities;
• Work with internal clients to track business objectives, contribute and anticipate needs. Plan and manage routines for monitoring and diligencing contracting processes;
• Map area demands for better-aligned segmentation. Systematically review processes and propose improvements to support time-to-market for the team;
• Seek opportunities for synergy between services and the number of providers within the company to optimize contracts and gain economies of scale from a category perspective;
• Manage the budget and contracts nearing expiration, conducting industrial plan studies, consolidating information, discussing strategy and defining targets (savings, lead time, structural actions, contract dashboard, etc.).

Senior Manager, Strategic Sourcing – Commercial, Marketing & Customer Care Services

Customer Service Intern

Air Customer Care – Operations

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