Senior Call Center Support Analyst

Copa Energia

Senior Support Analyst at Copa Energia responsible for optimizing technology projects in CallCenter. Focused on improving processes and ensuring efficient customer service.

Posted 4/13/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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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