Control Desk Analyst, Junior

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and evaluate operational performance metrics, monitoring productivity and service standards throughout the operation;

• Recognize discrepancies, bottlenecks, and areas for process enhancement;

• Monitor system incidents and their effects on operations, aiding in incident resolution and communication efforts;

• Perform operational analyses and compile management and statistical reports;

• Ensure SLA compliance and recommend actions to achieve the agreed-upon outcomes;

• Track the advancement of operational tasks, identifying risks and areas needing intervention;

• Assist in decision-making by analyzing operational data and information;

• Work collaboratively with various teams to promote process integration and attain results.

⛳️ Requirements

• Completed Bachelor’s degree;

• Proficient in performance indicator analysis and report generation;

• Intermediate proficiency in Excel;

• Strong verbal and written communication abilities;

• Analytical mindset with logical reasoning skills;

• Exceptional organizational and planning capabilities;

• Ability to collaborate effectively within a team;

• Results-driven, with a keen focus on meeting deadlines.

• Preferred: Background in operational monitoring, Control Desk, or workforce planning;

• Preferred: Familiarity with BI and data visualization tools;

• Preferred: Experience in tracking SLAs and performance metrics;

• Preferred: Background in customer service or Contact Center operations;

• Preferred: Proactive and adaptable profile with strong interpersonal skills.

🏝️ Benefits

• To be defined