Customer Support Analyst I

1 semana atrás


São Paulo, São Paulo, Brasil Rei do Pitaco Tempo inteiro

Estamos buscando um Customer Support Analyst I (WFM) para fazer parte da estrutura de CX no Rei do Pitaco, em São Paulo.


Como Customer Support Analyst I (WFM) você será responsável por apoiar diretamente o time de liderança CX e áreas parceiras, tendo o senso de urgência e autogerenciamento para otimização das entregas inerentes ao dia a dia da área.


O que você irá fazer:

  • Gerenciar força de trabalho e produtividade por canal de interações;
  • Responsável pela construção, implantação e ajustes de escala de trabalho;
  • Fornecer constantemente feedback loop ao time de Produtos e Tech;
  • Criar estratégias de eficiência de trabalho, priorizando a qualidade;
  • Identificar oportunidades de melhoria de engajamento do cliente;
  • Usar de dados e métricas para determinar e impulsionar melhorias;
  • Apoio ativo ao time de liderança;
  • Criar e implantar plano de ação para clientes detratores;
  • Analisar oportunidades através dos KPIs;

O que você precisa ter:

  • Boa capacidade analítica e crítica;
  • Realizar análises de natureza diversa (tech e processos);
  • Ser uma pessoa extremamente atenta aos detalhes e comprometida com prazos;
  • Sólidos conhecimentos de relatórios Salesforce;
  • Conhecimento de Excel;Experiência em Work Force Magament em BPO, CX ou CS;

O que seria desejável:

  • Já ter trabalhado no mercado de esportes ou games;
  • Possuir experiência e vontade de trabalhar em ambientes de alto desempenho;
  • Possuir senso de colaboração, contribuindo para a área e atendimento das demandas;
  • Possuir autonomia para reconhecer os desafios atuais e avaliar o impacto das mudanças;

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