Atento

• Supervise and lead a team • Serve as the primary contact for client, operations manager, and operations director • Monitor operational KPIs • Maintain an analytical view of processes • Analyze and update reports • Prepare and manage work schedules • Close out and monitor timesheets/time records • Provide feedback • Manage direct reports

• Analyze large and complex volumes of data using Python, R and Big Data platforms (Spark, Databricks), applying advanced Machine Learning, NLP and Generative AI techniques. • Develop interactive dashboards and reports to support strategic decision-making, using tools such as Power BI or similar. • Create, validate and deploy predictive models and advanced ML algorithms, including Deep Learning and Generative AI applications, to address challenges such as demand forecasting, anomaly detection, process automation, and customer experience personalization. • Integrate models into production environments using MLOps frameworks, ensuring scalability, reliability and efficiency. • Work closely with Engineering, Product, Conversational UX and Data teams, translating business needs into analytical, AI-driven solutions. • Apply Conversational AI techniques, semantic analysis and NLP to extract insights from unstructured and textual data. • Use data augmentation, including LLM-based approaches, to enrich training data and improve model performance.

• Supervise and lead the team in CX operations, ensuring delivery of results; • Work closely with the supervisor, management and the operation's clients; • Monitor and track operational KPIs, acting on deviations; • Analyze, update and ensure the reliability of operational reports; • Propose and implement improvements and new processes; • Manage work schedules according to operational needs; • Perform timesheet closing and monitoring; • Provide structured feedback and track the team's development; • Manage and develop employees, promoting engagement and performance; • Consolidate and present results for validation/approval; • Support other routines and tasks inherent to the leadership role;

• Supervise and lead a team; • Responsible for client, operations manager and operations director relationships; • Monitor operational KPIs; • Analytical oversight of processes; • Analyze and update reports; • Prepare and manage schedules; • Close and monitor timesheets; • Provide feedback; • Manage direct reports.

• Inbound telephone customer service to identify the needs of clients of a mobile technology insurance provider, clarify doubts, and resolve their requests. • The specialist must identify the customer’s need and provide a practical and objective solution, following the product and/or service procedures. • Each call may involve different types of situations raised by the customer. • Use systems to register interactions and manage service processes. • Demonstrate empathy in every customer interaction.

• Plan, design and evolve conversational flows for conversational interfaces, with a focus on usability, clarity, engagement and efficiency. • Ensure consistency and coherence of the conversational experience by following tone, language and pattern guidelines defined by the team. • Support the execution of behavioral analyses and flow validations, proposing improvements based on data and feedback. • Collaborate with senior UX Designers, development, QA and computational linguists to translate technical and business requirements into high-quality conversational experiences. • Document design decisions, flows and learnings, keeping materials and standards up to date. • Support the continuous evolution of conversational experiences through analysis of metrics, logs and operational results.

• Inbound customer service with sales, aimed at identifying customer needs, answering questions, performing procedures, and offering products and/or services. • The agent must identify the customer's need and provide a practical, objective solution in accordance with product and/or service procedures; • Sales of products and services; • Specific technical tasks: Call center service for offering telecommunications voice or data services or products, working with service packages for residential or mobile phone lines, data packages, broadband, and fiber services; • Use systems to record interactions and apply service procedures.

• Liderar, motivar e desenvolver a equipe; • Buscando os resultados visando a excelência e o sucesso das operações; • Responsável por relacionamento com gestor e gerente da operação; • Monitoramento dos KPI's operacionais. • Monitoramento e acompanhamento de equipes; • Controle de indicadores de produtividade; • Gestão e desenvolvimento de pessoas; • Acompanhamento do atendimento ao cliente; • Criação, planejamento e execução de Planos de Ação; • Monitorias dos processos de qualidade e feedback; • Rotinas administrativas e controle de ponto / produtividade / pausas dos funcionários. • Analítico e Pró-ativo; • Foco em resultados e desenvolvimento de pessoas.

• Inbound support to students via phone and WhatsApp to probe and understand the reasons for enrollment cancellation; • Perform system procedures to prevent students from withdrawing from the college; • Identify student needs and provide practical, objective solutions; • Handle different types of situations reported by students; • Use internal systems to record interactions and execute support actions.

• The specialist will need to identify customers' needs and provide practical, objective solutions in accordance with product and/or service procedures; • In each interaction, they may handle different types of situations reported by customers; • Use systems to record interactions and manage service activities; • Provide resolution and monitor consumer requests; • Support delivered via CHAT or VOICE; • Maintain clear communication across all customer touchpoints.