Atento

Analyst

• Monitoring, evaluation and development of training instructors;
• Preparation of management materials for client presentations;
• Participation in client trainings and meetings, and support area meetings;
• Management of ongoing training cohorts/classes;
• Monitoring of operational and training KPIs;
• Monitoring instructors' schedules and area requests;
• Participation in QA calibration meetings;
• Monitor productivity, trainer (multiplier) adherence, and create action plans to meet targets.

Senior Training Analyst – Bilingual

Bilingual

• Lead and guide the bilingual customer service team
• Supervise the team's daily activities
• Identify development opportunities for team members
• Conduct training sessions, workshops, and individual coaching
• Monitor operational KPIs
• Communicate strategies and share best practices applied within the team
• Control PAID/ABS

Team Leader II – Bilingual (English)

Support Engineer

• Post-sales online support for customers with various questions about smartphones;
• Technical support, guidance, usage tips, configuration assistance, and escalation to other departments when necessary;
• The specialist must identify the customer's needs and provide practical, clear solutions according to product and/or service procedures;
• Each interaction may involve different types of customer-reported situations;
• Use systems to log interactions and record service actions.

Customer Technical Support Specialist – Technology

• Management of corporate expenses;
• Management of the database of employees eligible for company credit cards (issuance, blocking, and cancellation);
• Posting of financial transactions, billing reconciliation, and auditing;
• Analysis of expense reports, reimbursements, and advances;
• Monitoring payroll deductions and reimbursements;
• Internal customer support with global interaction;
• Responsible for ongoing maintenance of the employee database to ensure it is accurate, consistent, and meets required quality standards;
• Prepare periodic reports for area management and other managers and/or directors, in accordance with the established plan and the Company’s strategy;
• Promote process unification and standardization by guiding users so that process definitions and company strategy are respected.

Junior Process Analyst

• Lead and guide the bilingual customer service team
• Supervise the team's daily activities
• Identify development opportunities for team members
• Conduct training sessions, workshops, and one-on-one coaching
• Monitor the operation's KPIs
• Communicate strategies and share best practices implemented within the team
• Manage PAID/ABS

Team Leader II – Bilingual (Spanish)

Manager

• Ensure achievement of key operational KPIs
• Coordinate team training and development initiatives
• Collaborate with the WFM team (Workforce Management)
• Present strategic analyses and action plans
• Serve as the liaison between the client Meta and Atento operations

Bilingual Team Leader III

Content Marketing Manager

• Conduct Training Needs Assessment and propose a delivery schedule for training materials;
• Design educational solutions that facilitate understanding of the content to be delivered;
• Drive results and ensure requester satisfaction through differentiated solutions and methodologies – PPT, videos, e-learnings, podcasts, photo-stories, games, infographics, simulators, among others;
• Coordinate with support areas to gather inputs for material creation;
• Create courses and populate them with training content via the Academy, Qualistore and/or other knowledge bases;
• Govern content and develop assets for product knowledge bases (Qualistore and others);
• Keep lesson plans/training schedules updated according to courses registered in the Academy;
• Participate in meetings to validate developed materials;
• Track and control the trainings developed.

Mid-level Content Analyst

Collections

• Atendimento ao cliente por voz Ativo/Receptivo, para negociação de dívidas de produtos ou serviços da telefonia, internet, oferecendo ofertas especiais para pagamento;
• O operador precisará identificar a necessidade do cliente e trazer uma solução prática e objetiva, conforme procedimento do produto e/ou serviço;
• Utilizará sistemas para realização de registros e aplicações do atendimento.

Especialista em Atendimento Ativo/Receptivo de Cobrança, Telefonia

• Voice-based active/inbound customer service for negotiating debts related to telephony and internet products or services, offering special payment arrangements;
• The agent must identify the customer's needs and provide a practical, objective solution in accordance with product and/or service procedures;
• Use systems to record interactions and apply service procedures.

Active/Inbound Collections Specialist, Telephony

Customer Support

• Resolver problemas relacionados con cuentas de clientes, políticas internas y soporte general;
• Brindar atención multicanal (chat, correo electrónico y/o voz) de manera humanizada, con alto volumen y variedad de solicitudes;
• Gestionar múltiples atenciones simultáneamente a través de diferentes canales, utilizando diversas herramientas en línea;
• Consultar constantemente guías internas y seguir normas y políticas de atención con precisión;
• Alcanzar y mantener los indicadores de desempeño (Satisfacción del Cliente, Tiempo Promedio de Atención, Calidad);
• Comunicarse con el equipo interno en inglés: la lectura e interpretación de textos en inglés son esenciales.

Especialista en Atención al Cliente Bilíngue Español – Mídias Sociales

Sales

• Inbound customer service with sales, aimed at identifying customer needs, clarifying doubts, performing procedures, and offering products and/or services.
• The agent must identify the customer's need and provide a practical, objective solution in accordance with product and/or service procedures;
• Sales of products and services;
• Specific technical tasks: Call center service to offer voice or data telephony products or services, working with service packages for residential or mobile telephone lines, data plans, broadband, and fiber services;
• Use systems to record interactions and apply service procedures.

Inbound Customer Service Specialist (SAC), Sales

• Previsão de demanda: Criar e manter modelos estatísticos de previsão de volume de chamadas, e-mails, chats e outras interações, considerando sazonalidade, campanhas de marketing, feriados e tendências históricas.
• Dimensionamento de equipe: Usar a previsão para calcular o número de agentes necessários para atingir os indicadores de nível de serviço (SLA), considerando a aderência, o tempo médio de atendimento (TMA) e a taxa de ociosidade.
• Análise de cenários: Desenvolver e apresentar diferentes cenários de planejamento (ex: "cenário otimista" vs. "cenário pessimista") para ajudar a liderança a tomar decisões sobre contratação, treinamento e alocação de recursos.
• Criação de escalas: Elaborar escalas de trabalho otimizadas para garantir a cobertura adequada em todos os horários e canais de atendimento, minimizando o excesso ou a falta de agentes.
• Otimização de turnos: Analisar a performance das escalas e propor ajustes para melhorar a eficiência e a satisfação da equipe.
• Gestão de folgas e ausências: Coordenar e aprovar folgas, férias e outras ausências, garantindo que o impacto no nível de serviço seja mínimo.
• Acompanhamento de métricas: Monitorar continuamente os principais indicadores de desempenho (KPIs) como Nível de Serviço (SLA), Tempo Médio de Espera (ASA), Abandono, Ocupação e Aderência.
• Gestão de picos e variações: Identificar desvios e picos inesperados no volume de contato e tomar ações imediatas para mitigar o impacto, como ajustes de escala, solicitação de horas extras ou pausas.
• Comunicação com a operação: Manter uma comunicação clara e frequente com a equipe de gestão para informar sobre a situação em tempo real e sugerir ações corretivas.
• Geração de relatórios: Preparar relatórios diários, semanais e mensais com insights sobre a performance do call center, incluindo análises de causa-raiz para desvios e tendências.
• Projetos de otimização: Liderar ou participar de projetos focados na melhoria da eficiência operacional, como a otimização de TMA, a redução de chamadas repetidas e a automação de processos.
• Business Intelligence (BI): Utilizar ferramentas de BI para construir dashboards interativos e fornecer uma visão clara e acionável dos dados para a liderança.
• Parceria com a liderança: Atuar como consultor para a alta gestão, oferecendo análises e recomendações estratégicas para suportar a tomada de decisões.

Analista Planejamento Sênior

• Inbound customer service with sales, aimed at identifying customer needs, answering questions, performing procedures and offering products and/or services.
• The agent will need to identify the customer's need and provide a practical, objective solution according to the product and/or service procedures.
• Sales of products and services.
• Specific technical tasks: Call center support to offer telephony voice and data services, working with service packages for residential or mobile telephone lines, data packages, broadband and fiber services.
• Use systems to record interactions and apply required service actions.

Inbound Customer Service Specialist with Sales – Telephony

• Quantitative and qualitative analysis using databases and the Artificial Intelligence platform;
• Creation of support materials for internal and external meetings;
• Preparation of detailed studies and diagnostics, proposing effective action plans based on root cause analysis;
• Generate internal controls to monitor operational results, measure gains and progress;
• Collaborate on continuous improvement projects, contributing insights and analyses;
• Participate in team meetings to discuss results and improvement strategies.

Mid-level Operational Quality Analyst

• Correlate performance indicators
• Present results
• Identify root causes and implement corrective actions
• Conduct call monitoring
• Analyze customer interactions/calls
• Recommend improvements for operations, quality, and the client
• Hold alignment meetings internally and with the client
• Validate indicators together with the external client
• Experience with agile methodologies
• Other related duties as required.