Analista de Control Desk Júnior (CX)

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.

Proven practical experience in operational monitoring or real-time control desk routines in contact centers or multichannel CX operations. Intermediate or advanced proficiency in spreadsheet tools (Google Sheets and/or Microsoft Excel) for data analysis. Knowledge of customer service metrics and concepts such as SLA, AHT, and backlog.

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. The company offers a flexible benefits program tailored to your needs.