Cx Wfm Performance Controller

**GET TO KNOW US**

We simplify wellness so you can find everything in one place. Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.

**WHAT MAKES A GYMPASSER?**

We are passionate about our mission Whatever your job title is, here you can make a global impact and change people's lives. At Gympass, we collaborate, set high achievable goal expectations, and focus on the end result. It's a challenging, evolving environment that allows you to learn and grow. You will face a disruptive and emerging business model that will push you in several areas, with no boundaries for creation and collaboration.

**THE OPPORTUNITY**

We are hiring a **CX WFM Performance Controller** to our** Customer Experience (CX)** team in **São Paulo**

Mission to be the expert in charge of keeping good results of the operations under responsibility of this person, through monitoring, taking quick actions, re-planning, reforecasting and rescheduling the team in partnership with the leaders of operations.

**YOUR IMPACT**
- Daily checks of volumes and backlogs in all queues;
- Performance Meetings;
- Monitoring KPIs;
- Identification and alerts of trends;
- Monitor Contact Reasons;
- Validate and build weekly performance meeting;
- Check and alert of outages of all queues;
- Daily checks of volumes and backlogs in all queues;
- Performance Meetings;
- Monitoring KPIs;
- Identification and alerts of trends;
- Monitor Contact Reasons;
- Validate and build weekly performance meeting;
- Check and alert of outages of all queues.

**WHO YOU ARE**
- Relevant previous of experience with workforce management planning and control for contact centers operations;
- Solid knowledge of how to reach and to keep service levels and backlogs better than targets in multichannel environment
Bachelor's degree;
- Advanced English skills (mandatory). You will be tested;
- Strength at taking initiatives and fast reactions;
- Healthy relationship and clear communication with peers;
- Analytical thinking about multiple aspects of risks that can avoid reaching objectives;
- Practical Experience with Excel and Google Sheets (PivotTable, Charts, Statistical functions) is required;
- Erlang and/or Workforce Management softwares;
- COPC knowledge is a plus.

**WHAT WE OFFER YOU (Latam)**

**We're a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs Our benefits include**:
**WELLNESS**:Health, dental, and life insurance.

**FLEXIBLE WORK**:Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

**GYMPASS DISCOUNT**:We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.

**PAID TIME OFF**:We know how important it is that our employees take time away from work to recharge.

BR: Vacations after 6 months and 3 days off per year + extra day off on the month of your birthday + 1 day off for each anniversary of the year worked.

**PAID PARENTAL LEAVE**:Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.

BR: 100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation

**CAREER GROWTH**:Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

**CULTURE**:An exciting and supportive atmosphere with ambitious people from around the world

**FLEXIBLE WORK**:We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.

**_
- Gympass is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law._

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