Contact Center Analytics & AI Optimization Specialist

Adecco Recursos Humanos; Lisboa; Presencial; EUR 30 000 - 50 000; Tempo integral

Resumo da oferta

Adecco Recursos Humanos is seeking a data-driven professional to monitor and optimize contact center performance in Lisbon, Portugal. You will analyze KPIs, drive improvements, and support AI-powered Virtual Agent initiatives to enhance customer experiences.

Ideal candidates possess strong analytical skills, proficiency in Excel and PowerPoint, and excellent stakeholder management with fluent English. Experience with Talkdesk, ServiceNow, and Power BI is a plus, and knowledge of Spanish is

Qualificações

• Experience in Contact Center operations or management.
• Strong analytical skills with proficiency in Excel and PowerPoint.
• Excellent communication and stakeholder management skills.
• Fluent English (mandatory).
• Proactive, collaborative, and results-oriented mindset.

Responsabilidades

• Monitor Contact Center performance across phone, Click2Call, and live chat channels.
• Analyze KPIs and identify improvement opportunities.
• Support the optimization of Virtual Agent and AI-powered solutions.
• Drive continuous improvement initiatives through data analysis and operational insights.

Conhecimentos

Analytical skills

Excel

PowerPoint

Fluent English

Spanish language

Ferramentas

Talkdesk

ServiceNow

Power BI

Descrição da oferta de emprego

Adecco Recursos Humanos is seeking a data-driven professional to monitor and optimize contact center performance in Lisbon, Portugal. You will analyze KPIs, drive improvements, and support AI-powered Virtual Agent initiatives to enhance customer experiences.

Ideal candidates possess strong analytical skills, proficiency in Excel and PowerPoint, and excellent stakeholder management with fluent English. Experience with Talkdesk, ServiceNow, and Power BI is a plus, and knowledge of Spanish is