Operations Analyst

Apply
  • Location:
    Sao Paulo, Brazil
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    Portfolio
  • Job Id
    1441792

Meet the Team

The Americas Global Enterprise Segment EMEA Regional Sales team are looking for a dedicated, passionate and creative Customer Service Advisor/Manager (CSMs) who will resolve highly complex and urgent customer issues, usually involving region-specific business support but may extend to another theatre or region as part of global deals. 

Your Impact

Collaborate with partners and customers to own the vendor team to timely issue resolution as it relates to the customer satisfaction impact and importance of the complex issue.

Coordinate resolution, communication, and always follow through with the original requestor and other concerned parties involved as needed.

Meet regularly with Vendor Manager / Global Service Owner to highlight issues with process, performance, tools and stakeholder expectations. Lead vendor issue teams against agreed SLAs and quality expectations.

  • Supervise and lead customer service feedback - verify feedback with training/communication/quality / Regional Operations teams to ensure common issues are addressed.
  • Proactively identify trends, issues and opportunities for process improvement. Drives respective corrective actions for own Theatre or Segment.
  • Find opportunities to streamline, automate and outsource segments of the customer support cycle that will measurably improve the customer experience.
  • Commit Management Support – Month/Quarter/Year-end order report management follow-up to drive efficient bookings
  • Encourages organizational shift in focus and metrics from transaction-based (SLAs, etc.) to Customer Experience and outcome delivery-based success measures
  • Drives measures to promote and train partners regarding Cisco’s self-service tools as appropriate
  • Works on highly complex issue resolution requiring judgment in the selection of the method and technique for obtaining a solution. Problems may be new or unique. Makes timely and sound decisions.
  • Accountable for leading assigned projects and problem-solving involving cross-functional partnerships impacting customer satisfaction and process improvements.

Minimum Qualifications

  • 5+ years of customer service experience.
  • Effective communication (both written and verbal) and influencing skills are required
  • Strong Analytical Skills
  • Excellent phone skills and project management abilities
  • Advanced skills in Visio, PowerPoint, and Excel
  • DMAIC/Six Sigma knowledge

Preferred Qualifications

  • BA/BS degree or equivalent
  • General knowledge of outsourcing. Vendor management experience is a plus
  • Ability to deal with ambiguity
  • Collaborative and professional demeanour toward peers/vendors
  • Dedication to the customer experience
  • Experience ideally includes process improvements and operations management
  • Comfortable leading through organizational change management

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future. 

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Share

Apply