Winover Contact Center

Call Center Representative

• Create initiatives aimed at maximizing results, for example determining a customer's specific overdue bracket in a given region where commission rates are higher.
• Develop strategies focused on optimizing company revenue and oversee the assistant in system configuration to ensure strategies are implemented.
• Provide strategies to minimize financial impacts for both the company and the customer.
• Develop billing strategies and competitive rankings among competitors/advisory firms using the PDCA (Plan/Do/Check/Action) methodology.
• Define and monitor dialing strategies for the outbound operations under your responsibility, producing statistical studies of the data collected from the dialers used by the company in order to maximize and enhance sales strategies.
• Disseminate proven methodologies in process redesign to increase operational efficiency and business performance across operations.
• Monitor the performance of the operation's key processes and develop market segmentation strategies based on target audiences.
• Prepare analytical studies of databases (mailings) with a focus on CRM and campaign effectiveness.
• Manage data and information to measure the efficiency of actions applied in operations within the PDCA (Plan/Do/Check/Action) strategy.
• Verify and confirm receipt of campaign/data loads by the client and interact with operations to request strategy changes.
• Present management results and reports.
• Monitor KPIs with a results-oriented focus.

Senior Strategic Planning Analyst – Contact Center

Analyst

• Define the strategy for using digital channels aligned with the operational plan.
• Deeply analyze performance data and recommend optimizations in conversation scripts, channels, and response times.
• Work on the architecture and testing of digital journeys with APIs, bots, and integrations with CRMs and ERPs.
• Lead projects to implement new digital channels and improvements to existing platforms.
• Ensure governance, version control, and technical documentation of digital flows.
• Conduct meetings with internal teams and vendors to drive the technological evolution of channels.
• Perform benchmarking and propose market trends applicable to the digital operation.

Senior Digital Analyst

Engineer

• Develop, implement, and maintain high-quality mobile applications, focusing on solutions for multiple platforms.
• Build dynamic, intuitive applications for strategic data monitoring and control, including dashboard panels for routine management in a scheduled Management HUB.
• Write clean, modular, and optimized code in appropriate programming languages, ensuring scalability and maintainability of projects.
• Design and implement control and automation systems for RPAS (Remotely Piloted Aircraft Systems), integrating front-end and back-end development.
• Collaborate closely with the IT team to ensure full integration and proper operation of systems.
• Perform rigorous and automated testing to ensure the quality and performance of mobile applications.
• Diagnose and resolve bugs and performance issues, always seeking the best solution for usability and system security.
• Produce and maintain detailed, clear, and accessible technical documentation for developed applications and systems.
• Work in synergy with multidisciplinary teams, contributing to knowledge sharing and alignment of objectives.
• Implement geolocation features to optimize processes and improve operational efficiency.

Senior Strategic Planning Analyst – Contact Center

Senior Digital Analyst

Mid-level Mobile Software Engineer