Analista de Control Desk Júnior (CX) - Vaga Afirmativa para Pessoas com Deficiência

📋 Description

• Monitor and manage customer support operations in real time, balancing incoming contact volumes
• Track key operational indicators, including Service Level Agreements (SLA), First Response Time
• Identify performance deviations and implement immediate corrective actions, including queue
• Act as a key communication link between Workforce Management (WFM) and operations leadership
• Analyze the root causes of operational performance issues, categorize incidents, and assess their
• Record operational occurrences and system incidents, maintaining accurate documentation and

🎯 Requirements

• Practical experience in operational monitoring, real-time workforce management, or Control
• Good understanding of customer service performance indicators and concepts, including SLA, Average
• Familiarity with customer support, omnichannel, or Workforce Management platforms such as Zendesk
• Intermediate to advanced proficiency in spreadsheet applications, particularly Google Sheets and/or
• Intermediate English proficiency or higher, with the ability to read and interpret technical
• Excellent written and verbal communication skills, with the confidence to coordinate, negotiate

🎁 Benefits

• 100% remote working arrangement, with the flexibility to work from anywhere in Brazil.
• Flexible benefits program that allows employees to tailor certain benefits to their individual
• Free Gold+ wellness membership, providing access to thousands of gyms, fitness studios, digital
• Option to add up to three family members to the wellness membership.
• Access to personalized mental wellness programs, including up to 52 cognitive behavioral therapy
• Comprehensive health insurance.