Analista de Atendimento Pleno – Exclusivo para Pessoas com Deficiência (PcD)

Livelo Brasil; Barueri; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading company in the loyalty solutions sector is seeking an experienced Analyst for Customer Service. This role involves supervising high-value customer interactions, ensuring SLA compliance, and enhancing service productivity. Join a dynamic team that values creativity and autonomy, offering a supportive environment for personal and professional growth.

Serviços

Alelo Meal and Refeição benefits

Mobility benefits for hybrid work

Cultural benefits (Alelo Cultura)

Private Pension Plan

PPR (Profit Sharing)

Medical and Dental Assistance

Childcare/Babysitting allowance

Zenklub mental health platform

Gympass/Wellhub wellness programs

Life Insurance

Educational incentives

Birthday Day Off

Happy Friday

Massage, manicure, and barber space

Coffee and fruit at the office

Recognition Program

Qualificações

• Solid experience in call center environments (High Value/Travel segments).
• Proficiency in customer service tools and social media monitoring tools.

Responsabilidades

• Supervise social media and high-value customer service.
• Report weekly on progress and results of supervised teams.
• Propose and monitor service chassis health to enhance productivity.

Conhecimentos

Lean

Six Sigma

Customer Service

Formação académica

Complete higher education

Ferramentas

DAC

Avaya

SalesForce

Twilio

Sprout

Khoros

Agorapulse

Sprinklr

Zoho

Office Suite

Descrição da oferta de emprego

Analista de Atendimento Pleno – Exclusivo para Pessoas com Deficiência (PcD)

Join us to apply for the Analista de Atendimento Pleno – Exclusivo para Pessoas com Deficiência (PcD) role at Livelo Brasil.

If you seek an innovative and challenging environment that encourages creativity and autonomy to overcome barriers and achieve results, you might join our #LoucosPorPontos team! Our incentive and loyalty solutions include hundreds of thousands of products and services, with our professionals being central to Livelo’s ecosystem — true agents of our purpose and vision: adding happiness to everyday choices to offer each person the best reward.

All our open positions are inclusive, welcoming people regardless of gender, age, ethnicity, race, sexual orientation, or disability.

Job Mission:

Responsible for handling processes originating from the call center or partners, ensuring SLA compliance and quality standards set by Livelo. Monitor the fulfillment of monthly contact forecasts, performance indicators, and SLA adherence in customer service centers. Support the identification and translation of new business needs into operational demands, analyze management reports, and track operational indicators.

Responsibilities and Duties:

• Supervise social media, VIP, high-value, and travel customer service;
• Prioritize critical case resolution with internal areas, partners, and clients;
• Report weekly on progress and results of supervised teams;
• Participate in daily meetings with partners to define daily strategies and review previous day’s productivity;
• Propose and monitor the health of the service chassis to enhance productivity and resolution rates.

Requirements and Qualifications:

• Complete higher education in any field;
• Solid experience in call center environments (High Value/Travel segments — N1, N2, and Social Media), with expertise in Lean, Six Sigma, and COPC methodologies;
• Proficiency in customer service tools (DAC, Avaya, SalesForce, Twilio) and social media monitoring tools (e.g., Sprout, Khoros, Agorapulse, Sprinklr, Zoho);
• Knowledge of metrics for call center management (TMA, TME, SLA, NPS, ABS, etc.);
• Proficiency in Office Suite (Excel and PowerPoint);
• Knowledge of continuous improvement and process optimization to enhance resolution rates.

Additional Information:

What we offer:

• Alelo Meal and Refeição benefits;
• Mobility benefits for hybrid work (Transport Voucher, Commuter Reimbursement, Fuel and Tolls);
• Cultural benefits (Alelo Cultura);
• Private Pension Plan;
• PPR (Profit Sharing);
• Medical and Dental Assistance (Bradesco Saúde);
• Childcare/Babysitting allowance;
• Zenklub mental health platform;
• Gympass/Wellhub wellness programs;
• Life Insurance;
• Reward points for Livelo, discounts on products;
• Educational incentives (post-graduation, MBA, English courses) after 1 year of employment;
• Birthday Day Off and half-day on child's birthday;
• Happy Friday (early leave on Fridays) and Summer Dreams (early leave on summer Fridays);
• Massage, manicure, and barber space;
• Coffee and fruit at the office;
• Recognition Program;
• Creative, challenging, and relaxed work environment recognized as one of the best places to work by GPTW 2024.

  Learn more at www.livelo.com.br