Employee Care Analyst| Lisbon | Hybrid

Adecco Recursos Humanos; Lisboa; On-site; EUR 30,000 - 50,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Excel

PowerPoint

Fluent English

Spanish language

Tools

Talkdesk

ServiceNow

Power BI

Job description

Your Mission

• 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

What We're Looking For

• 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

Nice to Have

• Experience with Talkdesk and/or ServiceNow
• Knowledge of Power BI
• Experience with AI solutions applied to Contact Centers
• Spanish language skills

Join an innovative environment where you'll have the opportunity to contribute to customer experience transformation projects within a major player in the energy industry.