Junior Control Desk Analyst – Affirmative Action Position for People with Disabilities

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

📋 Description

• Oversee and direct customer support operations in real-time, ensuring a balance between contact volume and agent capacity across various channels.

• Detect anomalies in service level agreements (SLA), first response time (FRT), backlog, and absenteeism/schedule adherence.

• Execute immediate corrective measures, such as redistributing queues, adjusting breaks, and activating contingency strategies.

• Serve as the primary liaison between Workforce Management/Planning and operations supervisors and coordinators.

• Analyze the underlying causes of deviations in operational metrics.

• Classify incidents and assess their operational impact.

• Document occurrences and system incidents.

• Produce intraday reports for ongoing monitoring.

• Engage in continuous improvement projects and initiatives.

• Utilize generative artificial intelligence to automate alerts and enhance visibility into operational data.

⛳️ Requirements

• Proven hands-on experience in operational monitoring, real-time control, or Control Desk/Intraday activities within customer service centers, contact centers, or multichannel customer experience operations.

• In-depth understanding of service level agreements (SLA), average handle time (AHT), schedule adherence, occupancy, backlog, and first response time (FRT).

• Familiarity with customer service/omnichannel or workforce management tools, such as Zendesk, Genesys, and Tymeshift.

• Intermediate to advanced skills in Google Sheets and/or Microsoft Excel, including data cross-referencing, pivot tables, and analytical formulas.

• Proficient in English at an intermediate level or higher for reading technical documents and communicating through chat/email with global teams.

• Exceptional verbal and written communication abilities.

• Strong logical reasoning, problem-solving skills, and flexibility.

• Awareness of and keen interest in artificial intelligence tools such as Gemini and ChatGPT.

• This is an affirmative action position exclusively for individuals with disabilities.

🏝️ Benefits

• Complimentary Wellhub Gold+ plan, providing access to a multitude of gyms and studios, digital fitness programs, and online resources for meditation, nutrition, mental health support, and sleep routines.

• Option to include up to three family members in the Wellhub plan.

• Personalized Wellz programs, featuring 52 annual cognitive behavioral therapy sessions and on-demand content.

• Health insurance.

• Dental insurance.

• Life insurance.

• Flexible working arrangements.

• Reimbursement for home office expenses.

• Vacation time available after six months of employment.

• Three days off per year.

• One additional day off for each year of service, up to a total of five days.

• One day off during your birthday month.

• 100% paid parental leave.

• Extended leave for birthing parents and a transitional period with the option to work part-time.

• Access to global learning platforms.

• Interactive sessions and a tailored development roadmap.

• Internal advancement opportunities.

• Continuous learning and feedback.