About this role
Role Overview
- Manage operation vacation schedules;
- Monitor the set of individual agent indicators (daily and consolidated);
- Analyze passive and active turnover by supervisor and coordinator;
- Prepare daily and consolidated absenteeism reports;
- Prepare results presentations for the Operation and monitor follow-up actions;
- Consolidate campaign awards and incentives;
- Interact with Process and Planning areas (local) to reduce questions and align actions;
- Determine and distribute the service handling rules per cell;
- Support the action plan for operational indicators;
- Interface with Processes, Projects and IT areas;
- Monitor new training cohorts and updates in GIP (board);
- Control information/updates of the Site's Operational Systems;
- Monitor and update cell tools (GIP, FPW and Management Board);
- Track overtime, time bank and compensations;
- Open justifications for logouts, schedule adjustments, shift drags and time bank entries;
- Perform other duties related to the role.
Requirements
- Education level compatible with the position applied for. (See "Annex I
- Career Guide" in the Compensation Policy)
- Not currently participating in another selection process.
- For Group A: must not have declined a promotion in the last 3 months.
- Not have failed selection for the same position in the last 30 days.
- Meet the minimum required time in role and since hire, according to the Compensation Policy.
- For operational positions:
- Not have had disciplinary measures (warning/suspension) in the last 4 months
- Be in the Diamond, Gold or Silver groups for the last 3 closed months (excluding the current and previous month).
- For management positions: not have received a suspension in the last year.
🔎 Remember: updating your profile in the DAP, especially education level, is the employee's responsibility.
Benefits
- Childcare assistance for children up to 5 years old;
- Exceptional Child Allowance
- no age limit;
- Health and dental insurance;
- Life insurance;
- Transportation voucher;
- Meal and/or food vouchers;
- PPR
- Results Participation Program (profit-sharing program);
- Wellhub (wellness platform);
- Partnerships with various companies (educational institutions, language schools, among others)