Employee Care
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Job Description:
Principais Atividades:
Monitorização da linha de atendimento contact center nas várias regiões e
canais phone, click2call e live chat – analise de indicadores;
Identificação e implementação de ações de melhoria decorrentes da
monitorização;
Monitorização doVirtual agent (IVR voz natural) e ações de melhoria;
Monitorização e afinação do edpON Assist – análise de informação e
identificação de medidas de melhoria.
Competências e Experiência Profissional:
Experiência em gestão de contact center
Forte capacidade analítica, domínio de MS excel e PowerPoint
Facilidade de comunicação e gestão de stakeholders
Fluência em inglês (obrigatório)
Espírito de equipa e atitude colaborativa
Proatividade, autonomia e mindset de melhoria contínua
Valoriza-se:
Domínio/experiência em Talkdesk
Domínio/experiência em Service now
Experiência com AI aplicado a contact center
Domínio/ experiência em Power BI
Conhecimentos de espanhol
Níveis de Experiência:
Junior (até 2 anos de experiência), ou
Intermediate (até 5 anos de experiência)
Modelo Híbrido: 3 dias/semana no escritório do cliente em Lisboa + 2 dias remoto
Período: 12meses
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