Administrative Assistant
Vivo (Telefônica Brasil)
full-time
Posted on:
Location Type: Hybrid
Location: Curitiba • Brazil
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Tech Stack
About the role
- Execute essential processes to ensure operational excellence in WFM management (Genesis and TotalView tools);
- Monitor operations in real time, identifying deviations in operational metrics;
- Track operator productivity and take immediate action in cases of low performance;
- Make adjustments in the WFM (Genesys), implement skill changes and strategies, evaluate the IVR in real time, and monitor systemic incidents;
- Perform volume, trend, and historical behavior analyses to ensure accurate forecasts;
- Conduct analytical reviews with critical assessment to identify improvement opportunities based on client-area indicators;
- Create schedules and break plans for all areas and make agile adjustments when necessary;
- Generate reports within the SPA tool and perform analyses to improve wait times and operational efficiency;
- Manage schedule adherence and operation-related justifications (working alongside management);
- Present productivity gains (reduction of breaks, increased logged-in time, improved allocations, and related metrics);
- Produce forecasts and schedules within the tool (call center management: TotalView);
- Perform skill swaps and balance queues within service groups.
Requirements
- High school diploma (completed);
- Knowledge of IVR tools such as Avaya or Genesys;
- Experience with call center management tools (TotalView);
- Intermediate to advanced skills in Excel, PowerPoint, and Power BI;
- SQL knowledge is a plus;
- Availability to work shifts on weekends and holidays;
- Availability to work night shifts;
- Determination, proactivity, critical thinking, and an analytical mindset;
- Teamwork, working collaboratively with colleagues and other departments to achieve company results.
Benefits
- Choose the ideal benefits for you and your dependents through a digital platform offering categories such as gym, meal vouchers (VR), food allowance (VA), pharmacy assistance, health insurance, dental care, and life insurance;
- Company-provided mobile phone—yes, a brand-new smartphone for you!
- Unlimited voice and data plan—yes, unlimited! On Vivo’s high-speed 5G network;
- Exclusive Vivo offer with special discounts on landline, broadband, TV, and apps;
- Eligible to receive an annual bonus or PPR (profit-sharing) payment;
- Plan for your future through a private pension plan;
- Have children? You'll be entitled to a subsidy to help with school, daycare, or babysitting expenses;
- Work in an environment that respects your personality, dress style, and individuality — be authentic. #ComeAsYouAre
- Work remotely up to twice a week. #Mobility
- Flexible working hours;
- Enjoy a day off to celebrate your birthday;
- Participate in one of the largest corporate volunteering programs to make a difference in the world;
- Benefit from our Educational Development Program offering partnerships with educational institutions at discounted rates, as well as certifications and online courses;
- Accelerate your career through our Internal Recruitment Program, in Brazil or abroad—we're present in over 17 countries! #VivoMyCareer
- Access numerous initiatives to improve your physical, emotional, and social well-being! We offer #VivoWellbeing to encourage healthy habits and better quality of life, including consultations with nutritionists, psychologists, social workers, telemedicine, and more;
- All our positions are open to people with disabilities and/or rehabilitated candidates. We value diversity, differences, and people's potential! #VivoDiversity #JoinVivo
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WFM managementIVR toolscall center managementExcelPowerPointPower BISQLanalytical reviewsforecastingscheduling
Soft skills
determinationproactivitycritical thinkinganalytical mindsetteamwork
Certifications
high school diploma