Via Verde is looking for a high potential Collections Process Analyst, who is able to work effectively in a matrix environment. This opportunity will give you the chance to be challenged and accelerate your career, working in one of the top excellence European Mobility Group.

Being part of our team means working in a Group of innovative companies with a focus on sustainability and a vision of the future. It means working in a Group that cares about people and their development and well-being (we are proudly certified as a Empresa Familiarmente Responsável), with a culture guided by the values of ethics, innovation, excellence and people.

Main responsibilities:
•    Ensure the improvement and development of new debt management processes by drafting functional specifications, conducting tests, post-production monitoring, and tracking respective KPIs;
•    Promote, manage, and support the development and implementation of continuous improvement projects and processes within the debt recovery scope;
•    Ensure necessary communication among various departments involved in the collection processes to analyze/optimize interdependence and impact relationships among different processes;
•    Participate in risk analysis processes, contracts, and incidents;
•    Ensure coordination between the debt management area and other departments, including monitoring processes impacting service channels;
•    Ensure review and update of debt management communication methods across different customer touchpoints to ensure consistency with VVP's communication criteria, in collaboration with other departments;
•    Ensure regular operational activity of the collections team, supporting in the identification/analysis/resolution of processes and new service needs.

Experience, Skills and Qualifications:

• Degree in Management, Marketing Management, Economics, or a related field; • Up to 5 years' experience in relevant roles, such as Contact Center Operations, Contact Center Process Lead, Customer Experience Lead, etc.;

• Experience in leading customer experience or operations teams;

• Excellent communication skills, with a focus on achieving results and making a positive impact on customers;

• Ability to thrive in a fast-paced environment with ongoing challenges, considering a continuous digital transformation process;

• Analytical mindset with strong problem-solving abilities;

• Fluency in English.

Brisa Group is leading the way to your future, join us!