What You'll Do
Monitor and manage the customer service operation in real-time, balancing contact volume and agent capacity across multiple channels. Identify SLA deviations, response times, and absenteeism, applying immediate corrective actions. Act as an agile point of contact between WFM/Planning and operations leadership, ensuring clear communication and alignment.
What We're Looking For
Proven practical experience in operational monitoring or real-time control in contact centers or multichannel CX operations. Intermediate or advanced proficiency in spreadsheet tools (Google Sheets and/or Microsoft Excel) for data analysis. Intermediate English skills for reading and interpreting technical reports.
What We Offer
This position is fully remote, allowing you to work from anywhere in Brazil. The work schedule is Monday to Friday from 12:30 PM to 9:00 PM, with one Saturday shift per month from 8:00 AM to 3:00 PM, compensated with reduced hours during the week.
Key Skills & Technologies
Additional Information
Experience Level
Junior
Job Language
Portuguese
Employment Type
Full-time
Work Mode
Remote