Cx Agent Success Analyst

**Your wellbeing matters. Join a company that cares.** **GET TO KNOW US** Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. - **Big news: Gympass is now Wellhub** We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. **THE OPPORTUNITY** We are hiring a CX Agent Success Analyst to our Business Transformation team in São Paulo Join a team dedicated to empowering our customer support agents to excel. We map the agent journey, optimize processes, and champion Wellhub's tone of voice to ensure outstanding customer experiences. Collaborating closely with Quality, Training, and Ops teams, we drive impactful improvements in metrics like CSAT and agent performance. Be part of a group that transforms challenges into actionable solutions, turning agents into masters of customer experience and process excellence **YOUR IMPACT**: - Maps the agent journey and experience through the customer support. - Deeply understands the systems, processes and agent behavior and sets actions for improvement. - Actively influences and improves agent communication and is the master of Wellhub's tone of voice through customer support. - Primary POC for Quality and Training teams, partnering with them to implement actions, projects, tests or other tasks related to quality. - Collaborate with QA and Ops leaders in the creation of effective action plans to improve quality metrics as CSAT and Agent Errors. - Enables training roll out and completion. - Brings necessity of training, refreshes, or specific communication to agents. - Responsible for the completion and adherence of Ops Examination Quizzes. - Spokesperson of agent's adherence to Zendesk, KB, processes. - Handle escalations from and to the BPOs regarding agent behavior, accesses, special needs or anything related to the agent. - Creates and/or approves engagement campaigns to agents performance. - Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance. **WHO YOU ARE**: - Availability to work in a hybrid model at the office located in Berrini, São Paulo (at least 3 timer per week). - Must resides in São Paulo. - An End-users process specialist. - Previous experience leading CX teams. - Previous experience working with BPOs. - Dominates quality metrics, specially CSAT and knows the levers to improve it at agent, team and tribe levels. - Customer-centric: understands the impact of agent performance and behavior on the customer experience and fights to improve it. - Capable of working with numbers and data, creating and analyzing reports. - Understands the environment of a contact center. - Has amazing communication skills, to the point of translating complex ideas into actionable items to be followed by agents. - Capable of working with project models and taking on eye on the real time simultaneously. - Advanced English is a plus. - Knowledge in Zendesk is a plus. **WHAT WE OFFER YOU (Latam)**: We're a wellness company that is committed to the health and wellbeing 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**: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home. **FLEXIBLE SCHEDULE**:Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs. **WELLHUB**: We believe in our mission and encourage our employees and their famili