Change by Degrees

Learning and Development

• Lead and conduct engaging and effective training sessions for new team members onboarding in a remote setting
• Analyse training outcomes and feedback to improve future training sessions
• Provide ongoing support and guidance to team members to ensure a successful application of skills
• Maintain accurate records of training activities, attendance and outcomes
• Stay updated with industry trends, best practices and new technologies in training
• Collect and analyse feedback from all trainees with the aim of continuous improvement
• Collaborate with all relevant departments on training needs and requirements and develop efficient learning plans if necessary

Training Specialist

Analyst

• Collaborate with team leaders, managers, and other departments to gather insights and accurately forecast inbound contact volume, transaction types, and agent requirements.
• Develop short-term and long-term resource forecasts to meet both expected and unexpected demand changes.
• Utilize workforce management (WFM) tools to generate forecasts and adjust them as required based on changes in historical trends, seasonality, or other factors.
• Providing support on forecast staffing requirements, both long term and short term.
• Create and manage schedules for agents to ensure optimal coverage based on forecasted demand, operational requirements, and employee availability.
• Ensure that agents' shifts align with service level agreements (SLAs) and minimize idle time.
• Provide the leadership regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.
• Recommend process improvements and resource optimization strategies based on data insights.
• Work closely with operations, HR, and training teams to ensure resource planning is aligned with business goals.
• Assist in the onboarding and training of new team members, ensuring they are adequately prepared to meet the operational needs of the business.
• Suggest and implement improvements to workforce planning processes, tools, and methodologies.
• Stay updated with the latest industry trends, tools, and best practices in resource planning and BPO operations.

Workforce Analyst

• Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments
• Weekly Coaching Session creation and completion monitoring; review, and follow-up on appeals; adherence to the Close CSAT feedback loop process
• Learn & utilize a variety of tools to ensure accurate Agent and Team lead coaching on the processes
• Collaborate with internal Training, Content, IT, and Ōura QA Team to improve Agent and Member Experience
• Escalate urgent quality issues to Quality Manager and Ōura Quality Team
• Active participation in QA calibration sessions
• Learn the basics of QA reporting to drive continuous improvement within the team and conduct ad-hoc data analysis or in-depth ticket assessments upon request
• Monitoring and analyzing agent/team performance to continuously improve performance

Quality Analyst

Customer Support

• Leading and managing a team of customer service advisors to ensure high-quality service delivery
• Overseeing daily operations and coaching team members
• Developing and streamlining procedures
• Monitoring compliance guidelines and addressing knowledge gaps
• Analyzing performance trends for improvement
• Driving escalation processes for operational issues
• Providing high level of customer service and technical support

Customer Support Team Manager

• Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision.
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues
• Deliver premium customer service through chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
• Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
• Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers.
• Contribute to the creation and updating of knowledge base articles for internal and customer reference.
• Demonstrate empathy and active listening skills during customer interactions.
• Communicate complex concepts in a clear and understandable manner.
• Adhere to established quality standards in all customer interactions.
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

Customer Support Advisor

Manager

• To thrive in this role, you’ll bring a strong blend of technical expertise, leadership, and a passion for continuous improvement.
• Analytical Mindset: You approach problems with logic and data.
• Excellent Communication Skills: You can clearly articulate quality standards, expectations, and feedback to diverse audiences.
• Detail-Oriented: You have a sharp eye for inconsistencies and errors, and you take pride in maintaining high standards.
• Strategic Thinking with a Hands-On Approach: You see the bigger picture and understand how quality impacts business outcomes.
• Collaborative and Influential: You build strong relationships across departments and geographies.
• Self-Motivated and Independent: You thrive in a remote work environment, managing your time effectively and staying focused without direct supervision.
• Tech-Savvy and Innovation-Driven: You embrace technology as a tool for transformation.
• Customer-Centric Mindset: You understand that quality is not just about internal standards; it’s about delivering exceptional experiences to clients and end-users.

Quality Manager

Recruitment

• Partnering with the business to understand their hiring needs and advise on recruitment strategies.
• Team Leadership: Lead, mentor, and develop the team of recruiters to achieve hiring targets and improve overall recruitment processes.
• Performance Monitoring: Analyze team performance metrics, assess effectiveness, and implement improvements as needed.
• Source, screen and evaluate candidates through various channels including job boards, social media, referrals, and direct sourcing.
• Stakeholder Collaboration: Partner with the hiring managers and department heads to understand hiring needs and create job specifications.
• Candidate Sourcing: Oversee candidate sourcing efforts and ensure a diverse candidate pool through various recruitment channels.
• Interviewing and Selection: Participate in the interview process where necessary in particular for key positions and guide the team in candidate assessment and selection.
• Along with wider global team contribute to the overall recruitment strategy.
• Continuously find new ways to improve the recruiting process.

Talent Acquisition Lead

• Partnering with Operations Leads to understand their hiring needs and advise on recruitment strategies.
• Source, screen and evaluate candidates through various channels including job boards, social media, referrals, and direct sourcing.
• Conduct thorough screening interviews and assessments to assess candidate’s qualifications, skills, and cultural fit.
• Coordinate and schedule interviews, ensuring a seamless and efficient recruitment process and a great candidate experience.
• Facilitate the selection process by presenting candidates to the hiring managers and gathering feedback.
• Maintain the ATS and other reporting documents
• Continuously find new ways to improve the recruiting process

Talent Acquisition Specialist – 12 Month Contract

Project Manager

• Lead end-to-end planning, execution and delivery of technology, business and transformation projects, ensuring scope, timelines, and quality targets are met
• Develop project plans, roadmaps, and reporting frameworks to track progress and communicate with stakeholders
• Manage project budgets, resource allocation, and risk mitigation strategies
• Facilitate cross-team collaboration between business, operations, IT, and vendor partners
• Champion agile and hybrid delivery models, promoting iterative progress and adaptability
• Drive standardization of project management practices, tools, and templates across all business functions
• Monitor project KPIs and deliverables, ensuring outcomes align with business strategy and value creation
• Identify opportunities for continuous improvement in delivery methodology, governance, and stakeholder engagement
• Collaborate closely with the Transformation Manager and business leaders to ensure visibility and alignment across initiatives
• Shape project governance and embed project discipline across the business; independently contribute to, manage and drive projects from concept to completion
• Report to the Transformation Manager and act as central point of coordination for cross-functional teams

Business Analyst

• Gather, document, and validate requirements and turn them into process flows, user stories, and functional specifications
• Map, analyse and maintain business processes, workflows, and related material
• Identify gaps and pain points and continuously analyse opportunities for improvement
• Conduct impact assessments for proposed changes and new initiatives
• Support new client onboardings, internal projects, internal teams, and broader transformation initiatives
• Produce reports summarising business analysis findings, outcomes, and final project wrap-up activities
• Drive consistency and efficiency in how requirements are captured, documented, and communicated
• Collaborate closely with the Transformation Manager and business leaders to maintain visibility and alignment
• Support testing and validation for new processes and system enhancements
• Contribute to defining and improving BA best practices across the organisation
• Report to the Transformation Manager and work closely with colleagues across the business

Human Resources

• Collaborate with senior leaders and managers to align HR strategies with business objectives
• Act as a trusted advisor to business stakeholders on HR matters and organisational effectiveness
• Proactively identify HR trends, issues, and opportunities
• Support and drive employee engagement initiatives and maintain culture of great employee experience
• Ensure compliance with Portuguese labour laws and advise on employment contracts, working hours, leaves, and legal requirements
• Develop, implement, and review HR policies, procedures, and guidelines
• Educate employees and managers on HR policies and conduct regular audits for compliance
• Provide guidance and support on employee relations, conflict resolution and workplace investigations
• Investigate and address employee complaints and mediate disputes
• Analyze HR metrics and prepare reports to management with insights and recommendations

HR Business Partner

• Provide prompt, friendly, and accurate support to Customers via phone and occasionally email in English and Spanish
• Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience
• Respond to inquiries with empathy, professionalism, and understanding of customer needs
• Proactively engage with customers and offer solutions to exceed expectations
• Identify and address potential issues before escalation; collaborate with internal teams to share insights
• Maintain in-depth knowledge of Customers platform and contribute to internal resources and knowledge base articles
• Demonstrate active listening and simplify technical information into easy-to-understand instructions
• Participate in ongoing training and uphold quality standards