Customer Service Project Analyst
Mutant
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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Tech Stack
About the role
- Lead and manage contact center projects, overseeing full project control and monitoring and managing all communication with stakeholders.
- Open and track requests for call center infrastructure.
- Lead and monitor the implementation of projects' technical infrastructure.
- Direct and track the end-to-end request chain for IT.
- Prepare RFPs with requesting departments and support the negotiation and procurement process.
- Coordinate projects with IT, managing the demand chain including scope, schedules, and financial control.
- Apply project management methodologies and techniques to ensure effective project delivery.
Requirements
- Proven experience managing IVR and automated customer service projects.
- Knowledge of voice technologies and AI applied to contact centers.
- PMP and/or Scrum Master certification is a plus.
- Ability to collaborate with multidisciplinary teams and external vendors.
- Analytical skills to interpret KPIs and make data-driven decisions.
Benefits
- Medical and dental insurance.
- Life insurance.
- Transportation allowance.
- Meal and food vouchers.
- Wellhub (Gympass).
- Childcare assistance.
- Support for children with disabilities.
- Performance-based bonus.
- Birthday day off.
- Alelo Multibenefits.
- Allya - partnerships and discounts via the app.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IVRautomated customer servicevoice technologiesAIproject management methodologiesdata analysisKPI interpretation
Soft Skills
collaborationcommunicationanalytical skills
Certifications
PMPScrum Master