Copa Energia

Senior Call Center Support Analyst

Copa Energia

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Ensure the development and implementation of technology projects for the Call Center to guarantee efficient customer service.
  • Design processes, collect data and diagnose the main service pain points to prioritize developments and automations.
  • Act as the focal point for support area development initiatives, focusing on continuous process optimization.
  • Base all decisions related to the company’s systems development on data and concrete evidence.
  • Use Call Center data and KPIs to mitigate pain points, inefficiencies and repeat calls.
  • Enhance the Customer dashboard to ensure end-to-end data mapping of interactions.
  • Develop and own the performance of the IVR focused on self-service, ensuring flow, interfaces, customer and internal area impact, scope design and alignment of required developments and integrations.
  • Collect, analyze and correlate Call Center data to generate insights.
  • Responsible for managing the action calendar in coordination with the company and call center capacity.
  • Work with partners to ensure service levels, quality KPIs and fluidity in handling.
  • Filter and orchestrate campaigns, initiatives, promotions and other actions that impact volume and performance.
  • Lead alignment with IT on voice, data infrastructure and system tools.
  • Interact with various partners that affect operations and service performance.
  • Validate, report and take responsibility for cascading guidance to training teams.

Requirements

  • Bachelor’s degree in Business Administration, Engineering, Marketing or related fields.
  • Experience with customer service terminology.
  • Experience in system validation (homologation) and process/flow design.
  • Knowledge of continuous improvement indicators and metrics.
  • Microsoft Office suite.
  • Desired:
  • Power BI
  • Advanced Excel
  • Intermediate English
Benefits
  • Meal voucher or on-site restaurant, depending on your work location and contract type.
  • Food allowance to help with household expenses.
  • Transportation voucher.
  • Medical plan to care for you and your family (direct dependents).
  • Dental plan to keep your smile healthy.
  • Gympass – to support your physical health and energy.
  • Payroll-deductible loans with lower interest rates.
  • Profit sharing (PR - Participation in Results).
  • Monthly gas voucher — an exclusive benefit of our company.
  • Pharmacy card.
  • Extended maternity leave of 180 days to care for the most important person in your life.
  • Daycare assistance for mothers for 24 months upon return from maternity leave.
  • Paternity leave of up to 20 days, depending on the employee’s option.
  • Health and Well-being Program - Viva+Energia.
  • Parking subsidy depending on your role and work location.
  • Company car (standard rental) depending on your role.
  • Hybrid work model at Copa Energia headquarters, combining the best of on-site and remote work.
  • New Value – a Benefits Club offering great discounts on Beauty, Fitness, Food, Culture, Leisure and Travel to help your household budget.
  • Life insurance for added security.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisprocess designsystem validationcontinuous improvement metricsIVR developmentcustomer service optimizationKPI managementdata mappingautomationcampaign orchestration
Soft Skills
leadershipcommunicationcollaborationproblem-solvingorganizational skillsdata-driven decision makinginterpersonal skillsproject managementtrainingstakeholder engagement