Descrição da Função

Your Mission
Monitor Contact Center performance across phone, Click2Call, and live chat channels
Analyze KPIs and identify improvement opportunities
Support the optimization of Virtual Agent and AI-powered solutions
Drive continuous improvement initiatives through data analysis and operational insights

What We're Looking For
Experience in Contact Center operations or management
Strong analytical skills with proficiency in Excel and PowerPoint
Excellent communication and stakeholder management skills
Fluent English (mandatory)
Proactive, collaborative, and results-oriented mindset

Nice to Have
Experience with Talkdesk and/or ServiceNow
Knowledge of Power BI
Experience with AI solutions applied to Contact Centers
Spanish language skills

Join an innovative environment where you'll have the opportunity to contribute to customer experience transformation projects within a major player in the energy industry.