Atento

Analyst

• Perform capacity planning for operations (capacity planning);
• Develop intraday and daily volume and AHT curves;
• Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring);
• Manage capacity and the recruitment pipeline;
• Monitor and recommend 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 targets and KPIs.

Bilingual Senior WFM Analyst (English)

Support Engineer

• Inbound service for business (PJ) customers who have telephony, broadband and TV products. Customers contact the team to clarify doubts or request technical support for their products;
• The specialist delivers service in a courteous and concise manner, using probing questions to identify the customer’s needs and provide practical solutions;
• Each interaction may involve different types of situations reported by the customer.

Customer Relationship Specialist I – Customer Service/Technical Support

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

Marketing

• Resolve customer account issues, internal policy questions, and general support
• Provide multiskill support (chat, email and/or voice) in a humane manner, handling high volumes and a wide variety of requests
• Manage multiple simultaneous interactions across different channels using various online tools
• Frequently consult internal guides and strictly follow service rules and policies
• Meet and maintain performance metrics (Customer Satisfaction, Average Handle Time, Quality)
• Communicate with internal team in English – reading and comprehension of English text are essential.

Bilingual Relationship Specialist II – English, Digital Marketing, Social Media

• Realizar dimensionamento de operações de Backoffice e SAC(capacity planning);
• Desenvolver curvas intradiárias e diárias de volume e TMO;
• Acompanhar e analisar premissas operacionais (volume, TMO, turnover e contratação);
• Atuar na gestão de capacity e esteira de contratação;
• Monitorar e propor ajustes para garantir eficiência operacional;
• Participar de reuniões com gerentes e clientes externos;
• Apoiar na construção de cenários e projeções operacionais;
• Garantir aderência às metas e indicadores da operação.

Analista WFM Sênior

Attorney

• Realização de audiências trabalhista como preposto (presencial);
• Realização de relatórios pertinentes às audiências realizadas e sobre os processos existentes na carteira trabalhista;
• Convocação e entrevistas de testemunhas para as audiências;
• Solicitação de documentos para processos trabalhistas às áreas responsáveis;
• Conhecimento em relatórios em Excel;

Analista Jurídico Trabalhista – Preposto

• Handle inbound inquiries from business (B2B) customers who subscribe to telephony, broadband, and TV services — customers contact us to ask questions or request technical support for their products;
• Provide courteous, focused service, using probing questions to identify customer needs and offer practical solutions;
• Each interaction may involve different types of situations as reported by the customer.

Client Relationship Specialist I – Customer Service / Technical Support

• Develop strategic analyses based on productivity and operational performance indicators to support decision-making;
• Propose and monitor strategies aimed at improving results and operational efficiency;
• Interact with support areas such as MIS, Projects, IT, Real-Time, Operations, and vendors, ensuring alignment and execution of initiatives;
• Participate in recurring meetings with clients and executives, presenting results, diagnostics, and action plans;
• Work collaboratively to identify opportunities, risks, and continuous improvements in operational processes.

Senior DBM Analyst

Artificial Intelligence

• Manage the full lifecycle of CAI (Conversational AI) deployments, from planning through production launch.
• Provide delivery leadership for the squad, ensuring alignment, prioritization and smooth collaboration among UX, Development, QA, Product and other areas.
• Elicit, prioritize and validate business and technical requirements, ensuring clarity and squad readiness.
• Coordinate schedules, dependencies, risks and deliverables to ensure deployments are delivered on time and within scope.
• Own communication with clients and stakeholders during deployment, managing expectations and alignment.
• Ensure continuous alignment between business objectives, technical delivery and user experience.
• Define, track and report deployment success metrics with a focus on adoption, quality and business impact.
• Proactively identify blockers, drive decisions and translate complexity into actionable execution plans.
• Support go-live and stabilization phases, ensuring confidence, satisfaction and readiness to scale.

AI Deployment Manager

• Coordenar as atividades de qualidade durante o ciclo de vida dos projetos, assegurando que os resultados estejam alinhados com os objetivos estabelecidos.
• Desenvolver e aplicar estratégias de teste abrangentes que promovam a melhoria contínua e garantam a eficiência dos processos.
• Priorizar ativamente as tarefas e projetos de teste para otimizar o uso dos recursos e maximizar resultados.
• Mentorizar e guiar membros da equipe.
• Gerenciar o planejamento e a execução de lançamentos, certificando-se de que todos os critérios de qualidade sejam atendidos antes da entrega.
• Realizar análises de resultados de testes e implementação de melhorias com base nos feedbacks e métricas coletadas.

Analista de Qualidade Sênior

Data Analyst

• Desenvolver e enviar relatórios em Power BI;
• Realizar levantamento de requisitos / mapeamento de processos;
• Participar de reuniões gerenciais;
• Realizar integração e pesquisa de informações em banco de dados SQL Server;
• Rotina em ETL (SSIS);
• Negociar demandas;
• Relacionamento com clientes internos.

Analista de Dados Jr

Content Marketing Manager

• Conduct training needs assessments and propose delivery schedules for training materials;
• Develop educational solutions to facilitate understanding of the material to be delivered;
• Drive results and ensure requester satisfaction through differentiated solutions and methodologies — PowerPoint (PPT), videos, e-learning, podcasts, photo-novels, games, infographics, simulators, and others;
• Collaborate with support areas to gather inputs for content creation;
• Create courses and populate them with training content via Academy, Qualistore, and/or other knowledge bases;
• Perform content governance and develop assets for product knowledge bases (Qualistore and others);
• Keep lesson plans/training curricula up to date according to courses registered in Academy;
• Participate in meetings to validate developed materials;
• Monitor and track the trainings developed;