Assistente de processos administrativos Senior - Gestão de Call Center - Barueri - presencial
Introduction
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Your role and responsibilities
Posiçao em site de cliente, até 5x na semana, nos endereços abaixo:
Alameda Tocantins, 350 - Alphaville Centro Industrial e Empresarial/Alphaville, Barueri - SP, com CEP 06455-020
• Av. Cruzeiro do Sul, 3000 - Santana, São Paulo - SP, 02034-001
Atuar como assistente na gestão operacional de serviços de atendimento (Call Center) dentro de um projeto de BPO de grande porte, garantindo a performance, qualidade e eficiência dos processos, com foco em resultados e experiência do cliente.
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Responsabilidades
• Monitorar e analisar indicadores operacionais (KPI's e SLA's) como TMA, TME, NPS, FCR, entre outros.
• Realizar gestão de performance de equipes terceirizadas, propondo planos de ação para melhoria contínua.
• Apoiar na elaboração e revisão de scripts, fluxos de atendimento e políticas operacionais.
• Participar de reuniões com clientes internos e externos para alinhamento de metas e estratégias.
• Conduzir treinamentos e reciclagens operacionais junto às equipes de atendimento.
• Atuar na gestão de qualidade, ouvindo chamadas e aplicando feedbacks estruturados.
• Apoiar na implementação de novas operações ou transições de serviços (onboarding).
• Utilizar ferramentas de CRM, discadores e plataformas de monitoramento para controle da operação.
• Elaborar relatórios gerenciais e apresentações executivas para acompanhamento de resultados.
• Saneamento e Preparação de Dados
o Tratar dados inconsistentes, duplicados ou ausentes.
o Estruturar os dados para facilitar análises (normalização, transformação).
• Modelagem de Dados e Previsões
o Aplicar modelos estatísticos ou de machine learning para prever cenários.
o Validar modelos com dados históricos e ajustar conforme necessário.
• Análise Exploratória de Dados (EDA)
o Identificar padrões, tendências e outliers.
o Utilizar estatísticas descritivas para entender o comportamento dos dados.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
Requisitos Técnicos e Comportamentais
Formação:
• Ensino superior completo ou em andamento em Administração, Gestão de Serviços, Comunicação, ou áreas correlatas.
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Experiência:
• Vivência anterior em operações de Call Center ou BPO, preferencialmente em posições de supervisão ou análise.
• Experiência com gestão de indicadores e relacionamento com clientes.
Conhecimentos Técnicos:
• Excel intermediário/avançado (tabelas dinâmicas, fórmulas, dashboards).
• Ferramentas de CRM e discadores (ex: Salesforce, Genesys, Avaya).
• Metodologias de melhoria contínua (ex: PDCA, Lean, Six Sigma - diferencial).
Soft Skills:
• Comunicação clara e assertiva.
• Capacidade analítica e foco em resultados.
• Proatividade e senso de dono.
• Organização e gestão de tempo.
• Resiliência e habilidade para lidar com pressão.
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Diferenciais
• Certificações em atendimento ao cliente ou gestão de operações.
• Experiência em projetos de transição ou implementação de CSC/BPO.
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