Real-Time Operations Specialist

Há 7 dias

São Paulo, São Paulo, Brasil beBeeWorkforce Tempo inteiro R$42.000 - R$55.000
Workforce Planning Role

This role is part of a dynamic team responsible for shaping the future of service excellence.

  • Job Description: We're seeking a skilled professional to assist in ensuring the smooth running of our 24/7 global operation. You'll play a key role in short-term scheduling, real-time monitoring, and maintaining coverage, helping us meet our service level agreements (SLAs) and deliver an exceptional member experience across regions and time zones.
  • Main Responsibilities:
    • Maintain and update staff schedules in Genesys, including shift swaps, time off, and absenteeism
    • Allocate job volumes to meet SLA and response time targets
    • Monitor real-time demand, queue health, schedule adherence, and team availability
    • Report daily and weekly metrics related to resourcing, demand, and operational health
    • Coordinate coverage for last-minute absences and manage overtime planning
  • Analytics Support & Systems Oversight: Support dashboard accuracy and volume tracking using Snowflake and Genesys A3S. Help triage simple inbound data/reporting queries before escalating to analytics.
  • Business Improvements (Global Team): Participate in initiatives to improve scheduling systems or implement new tools. Monitor mid- to long-term resourcing trends and suggest operational improvements.

Key Skills & Experience: 1+ year experience in workforce planning, scheduling or real-time analytics (contact centre preferred). Strong Excel skills and confidence working with schedules, reports, and data.

Benefits: Competitive salary, hybrid working arrangement, paid time away from work, paid Sabbaticals, Extra Rewards, Remote Working Holidays - possibilities to Travel and Work anywhere in the world, Employee Discounts.

We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. All aspects of our relationship will be based on merit, competence, performance and business needs.

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