Atento

Analyst

• Perform operations sizing (capacity planning);
• Develop intraday and daily volume and AHT (TMO) curves;
• Monitor and analyze operational assumptions (volume, AHT/TMO, turnover, and hiring);
• Manage capacity and the hiring pipeline;
• Monitor and propose adjustments to ensure operational efficiency;
• Participate in meetings with managers and external clients;
• Support the development of operational scenarios and projections;
• Ensure adherence to operational goals and KPIs.

Senior Bilingual WFM Analyst, English

Data Analyst

• Develop and publish Power BI reports
• Conduct requirements gathering and process mapping
• Participate in management meetings
• Perform data integration and information retrieval in SQL Server databases
• Execute routine ETL tasks (SSIS)
• Negotiate and prioritize incoming requests
• Manage relationships with internal clients

Data Analyst (Mid-level)

Software Engineer

• Solid experience in Consultative Pre-Sales or Strategic Consulting.
• Proven track record selling highly complex SaaS/Cloud solutions.
• Expertise in Value-Based Selling and Challenger Sale methodologies.
• Deep understanding of corporate P&L and financial metrics (ROI, TCO, LTV, CAC).
• High-level knowledge of the AI ecosystem (Agents, LLMs, Orchestration).
• Preferred: Experience leading Customer Engineering teams at technology companies (Google, AWS, Microsoft).

Pre-Sales Manager – Value Engineering

Public Relations

• Strong experience in CX Solution Architecture or Process Consulting and BPO.
• Mandatory knowledge (certifications desirable if available): Cloud (AWS, Google Cloud, or Azure); AI (deep knowledge of prompting); Conversational AI tools (Twilio, ElevenLabs, etc.); knowledge of telecom, chatbots and CRM systems (Salesforce, Zendesk, etc.).
• Proficiency in Design Thinking and Service Blueprinting for AI-first journeys.
• Ability to configure "Proofs of Value" using AI.
• Experience in API orchestration and integrating legacy systems (CRMs, ERPs).
• Techniques: Facilitating executive workshops (Design Sprints) and impactful storytelling.

Senior Pre-Sales Consultant

Customer Retention Specialist

• Inbound support to students via phone and WhatsApp to probe and understand the reasons for enrollment cancellation;
• Perform system procedures to prevent students from withdrawing from the college;
• Identify student needs and provide practical, objective solutions;
• Handle different types of situations reported by students;
• Use internal systems to record interactions and execute support actions.

Retention Specialist

• Inbound support to students via phone and WhatsApp, aiming to probe and understand the reason for enrollment cancellation.
• Perform procedures in the system to prevent the student from leaving the college.
• Use systems to record and log interactions.
• Identify the student's needs and provide practical, objective solutions.
• Each interaction may involve different types of situations raised by the student.
• Use negotiation and persuasion to retain students and prevent cancellations.

Sales

• Inbound customer service with sales, aiming to identify customer needs, answer questions, perform procedures, and offer products and/or services.
• The agent must identify the customer’s need and provide a practical, objective solution in accordance with the product and/or service procedure.
• Sales of products and services.
• Specific technical tasks: Call center support offering telephony voice or data services, working with service bundles for residential or mobile phone lines, data packages, broadband and fiber services.
• Use systems to log interactions and manage service actions.

Inbound Customer Service Specialist (SAC) with Sales

Support Engineer

• Inbound support for corporate (B2B) clients who have telephony, broadband and TV products. Clients contact us to ask questions or request technical support for their products;
• The specialist provides service in a cordial and focused manner, using probing questions to identify the customer's needs and offering practical solutions;
• Each interaction may involve different types of situations reported by the customer.

Customer Relations Specialist I – Customer Service (SAC), Technical Support

• The agent must identify the customer's needs and provide a practical, objective solution in accordance with the product and/or service procedures;
• Selling products and services;
• Each interaction may involve handling different types of situations raised by the customer.

Customer Relationship Specialist I – Contact Center (SAC), Sales (Telephony)

Bilingual

• The specialist will need to identify customers' needs and provide practical, objective solutions in accordance with product and/or service procedures;
• In each interaction, they may handle different types of situations reported by customers;
• Use systems to record interactions and manage service activities;
• Provide resolution and monitor consumer requests;
• Support delivered via CHAT or VOICE;
• Maintain clear communication across all customer touchpoints.

Bilingual Customer Relations Specialist I – Customer Service (Vehicle App)

• Perform capacity planning for Backoffice and Customer Service (SAC);
• Develop intraday and daily volume and Average Handling Time (AHT) curves;
• Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring);
• Manage capacity and the hiring pipeline;
• Monitor and propose adjustments to ensure operational efficiency;
• Participate in meetings with managers and external clients;
• Support the construction of operational scenarios and projections;
• Ensure adherence to operational goals and KPIs.

Senior WFM 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 de Cobrança – Telefonia

• Inbound customer service with sales, focused on identifying customer needs, clarifying doubts, carrying out procedures, and offering products and/or services.
• In each interaction you may handle various types of situations reported by the customer and will use systems to record the details of the service.

Inbound Customer Service Specialist with Sales – Telecommunications

Artificial Intelligence

• Gerenciar o ciclo de vida completo da implantação de CAI, do planejamento até o lançamento em produção.
• Exercercer liderança de entrega para o squad, garantindo alinhamento, priorização e colaboração fluida entre UX, Desenvolvimento, QA, Produto e outras áreas.
• Levantar, priorizar e validar requisitos de negócio e técnicos, assegurando clareza e prontidão do squad.
• Coordenar cronogramas, dependências, riscos e entregáveis para garantir implantações dentro do prazo e do escopo.
• Ser responsável pela comunicação com clientes e stakeholders durante a implantação, gerenciando expectativas e alinhamento.
• Garantir alinhamento contínuo entre objetivos de negócio, entrega técnica e experiência do usuário.
• Definir, acompanhar e reportar métricas de sucesso da implantação, com foco em adoção, qualidade e impacto nos negócios.
• Identificar proativamente bloqueios, conduzir decisões e transformar complexidade em planos de execução acionáveis.
• Apoiar as fases de go-live e estabilização, garantindo confiança, satisfação e prontidão para escalar.

Gerente de Implantação de IA

Architect

• Develop and maintain scalable, secure, and highly available cloud architectures.
• Implement and manage security tools throughout the development lifecycle.
• Provision and manage cloud resources using Terraform.
• Build and optimize CI/CD pipelines, ensuring security and quality tests run automatically.
• Implement monitoring, logging, and alerting strategies to proactively identify performance bottlenecks or security threats.
• Support the definition of governance policies and the optimization of cloud costs (FinOps).

Senior Bilingual WFM Analyst, English

Data Analyst (Mid-level)

Pre-Sales Manager – Value Engineering

Senior Pre-Sales Consultant

Retention Specialist

Retention Specialist

Inbound Customer Service Specialist (SAC) with Sales

Customer Relations Specialist I – Customer Service (SAC), Technical Support

Customer Relationship Specialist I – Contact Center (SAC), Sales (Telephony)

Bilingual Customer Relations Specialist I – Customer Service (Vehicle App)

Senior WFM Analyst

Especialista em Atendimento Ativo de Cobrança – Telefonia

Inbound Customer Service Specialist with Sales – Telecommunications

Gerente de Implantação de IA

Cloud Architect Consultant