WFM, Intraday Analyst – Affirmative Action Position for People with Disabilities

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

📋 Description

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

• Detect any deviations in SLA, FRT, backlog, and absenteeism/adherence, and take immediate corrective measures.

• Reallocate queues, modify breaks, and implement contingency plans as necessary.

• Act as the main liaison between Workforce Management/Planning and operational supervisors and coordinators.

• Analyze the root causes of metric deviations and assess their operational effects.

• Document incidents and occurrences within the system.

• Produce intraday reports to track operational performance.

• Engage in ongoing improvement initiatives, including automation of alerts and enhancing data visibility through generative artificial intelligence.

⛳️ Requirements

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

• Strong understanding of SLA, Average Handle Time (AHT), adherence, occupancy, backlog, and First Response Time metrics.

• 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 analysis, pivot tables, and analytical formulas.

• Proficient in English at an intermediate level or above, capable of reading and interpreting technical reports and communicating with global teams via chat/email.

• Exceptional verbal and written communication abilities.

• Strong logical reasoning, problem-solving capabilities, and adaptability.

• Knowledgeable about and interested 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, granting access to gyms, studios, digital fitness programs, meditation, nutrition, mental health support, and sleep routines.

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

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

• Health insurance coverage.

• Dental insurance coverage.

• Life insurance coverage.

• Home office reimbursement.

• Vacation eligibility after six months of employment.

• Three days off per year.

• One additional company day off per year, up to a total of five days.

• One day off during your birthday month.

• Full paid parental leave.

• Extended leave for birthing parents, with a transition period allowing for part-time work.

• Access to global learning platforms and interactive sessions.

• Customized development roadmap.

• Internal opportunities for continuous learning and feedback.

• Flexible and customizable benefits package.