Tahto

Analyst

• Monitor and control the daily and consolidated set of KPIs.
• Prepare results presentations for Operations and clients.
• Collaborate with Process and Planning teams (local) to clarify questions and align actions.
• Analyze and review indicator and process reports to identify improvement opportunities.
• Analyze KPIs for FCR, disconnected calls, and transfers.
• Monitor and track feedback applications, updating Offender, Recording, and Service Complaint reports.
• Interface with Process, Project and IT teams.
• Record and follow up on requests to update procedures.
• Test and validate projects, simulators and new processes.
• Develop and deliver procedural refreshers to Supervisors and Agents.
• Monitor new training cohorts and learning curves.
• Support team development (provide feedback to Supervisors and Assistants) and report issues to Coordinators.
• Prepare updates to the call qualifier tree (QA).
• Analyze critical failures and complaints, and provide feedback on actions taken.
• Perform other duties related to the role.

Senior Quality Analyst

Call Center Representative

• Inspirational Leadership: Supervise operators, ensuring clear information and efficient interactions with customers.
• Team Management: Guide and support the team, ensuring efficiency and quality in customer service.
• Updates and Innovation: Keep the team informed about new products, services and offers, and maintain systems and controls.
• Monitoring and Continuous Improvement: Conduct monitoring, manage performance development and analyze results to promote continuous improvement.
• Tailored Solutions: Identify and resolve systemic issues and widespread failures, delivering innovative solutions.
• Results and Performance: Ensure achievement of established targets by monitoring productivity, quality, and performance indicators.
• People Supervision: Ensure optimal working conditions and foster a collaborative environment.
• Collaboration and Strategy: Participate in results meetings with Coordinators and Managers, contributing to improvement strategies.

Call Center Supervisor – Night Shift

• Issuance of Purchase Requisitions, Purchase Orders and Registration Sheets in SAP.
• Monitoring and analysis of Purchase Orders, ensuring compliance with contracts and internal policies.
• Review and validation of Invoices, ensuring adherence to orders and contractual clauses.
• Handling medium- and high-complexity requests, including higher-value orders.
• Proficiency in managing and controlling contract balances and terms, performing:
• Calculation of remaining balance;
• Monitoring of contract consumption;
• Projection of balance sufficiency until the end of the contract term;
• Identification of the need for contract amendments (value and/or term).
• Resolving inconsistencies between orders, contracts and invoices.
• Liaising with internal departments and suppliers to align information.
• Supporting the preparation of departmental controls and reports.

Analyst II — Contract Management BPO

• Develop systems using low-code platforms, with support in JavaScript, C#, Java, .NET Framework, Webservices and ASP.NET, aiming to automate and optimize tasks that are currently performed manually and are time-consuming;
• Work on the development, maintenance and troubleshooting of web systems and low-code solutions, supporting the systems used within the organization and developed by the team;
• Monitor the web systems and low-code platform environments, ensuring full operation, availability and performance of the systems;
• Apply development best practices and governance in low-code environments, focused on the continuous improvement of the developed systems;
• Deploy new low-code projects and automations to meet the organization's strategy and needs;
• Perform other related duties with a focus on automation, operational efficiency and agile development.

Systems Development Analyst II – Staff

• Develop systems using low-code platforms, with support in JavaScript, C#, Java, .NET Framework, Webservices and ASP.NET, aiming to automate and optimize activities that are currently performed manually and that require long execution times;
• Work on the development, maintenance and troubleshooting of Web systems and low-code solutions, supporting the systems used within the organization and developed by the team;
• Monitor the Web systems and low-code platform environments, ensuring full operation, availability and performance of the systems;
• Apply development best practices and governance in low-code environments, with a focus on continuous improvement of the developed systems;
• Deploy new low-code projects and automations, meeting the organization’s strategy and needs;
• Perform other related activities associated with the role, focusing on automation, operational efficiency and agile development.

Systems Development Analyst II

• Act as liaison with departments requesting Purchase Requisitions (PRs) and supplier payments
• Support the coordination of supplier payment activities
• Enter payments into the integrated system and monitor the processing of supplier invoices/payments
• Control due dates for supplier invoices and payments in the integrated systems, track payment execution, payment clearance, and manage payment receipts within the integrated system
• Perform other related duties

Senior Quality Analyst

Call Center Supervisor – Night Shift

Analyst II — Contract Management BPO

Systems Development Analyst II – Staff

Systems Development Analyst II

Contracts and Payments Analyst II