Intervalor

Project Manager

• Professional with extensive experience in managing and implementing collections operations in call center environments, with a strong track record in human and digital (omnichannel) service projects.
• Responsible for leading complex initiatives to structure, expand, and transform operations, ensuring deliverables aligned with strategic objectives, timelines, and required quality.
• Experienced in process mapping, resource planning, system implementations (dialers, CRMs, digital platforms, chatbots, IVR, WhatsApp Business, etc.), as well as monitoring operational indicators (KPIs and SLAs) and post-go-live performance.
• Analytical profile with a systemic view and results orientation; works collaboratively with business, technology, training, quality and MIS teams to promote synergy between human agents and digital channels, optimizing customer experience and operational efficiency.
• Recognized for clear communication, collaborative leadership and proactivity; contributes directly to the success of deployments and to the evolution of hybrid collections and customer service operations.

Senior Project Analyst