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Customer Support Analyst I

2 semanas atrás

Sao 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;