• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling. • Conduct and document routine data validation of WFM systems and reports. • Collaborate with department leadership to understand all possible impacts to volume and staffing. • Measures accuracy of those forecasts on both short term and long-term basis. • Meet established forecast accuracy goals. • Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns. • Monitors volume demand throughout the day in real time and flexes workforce accordingly. • Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. • Notifies affected parties when off-line activities need to be rescheduled. • Schedules off-phone activities when contact volumes are down. • Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups. • Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production. • Create agent schedules to support contact volume demands and optimize contact center performance. • Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism. • Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use. • Responsible for development of training materials and documentation of policies and procedures. • Other duties as assigned.

• Assist the Senior Service Manager in developing project/daily plans and associated communication documents and coordinating various projects and daily related activities • In charge of resource allocation, including determining schedules, managing, and maintaining spare parts, screening vendors for site projects, etc. • Conduct Risk Assessment and prepare Method Statement documentation • Effectively develop and communicate Health and Safety regulations/qualifications tracker • Develop and regularly optimize standard operating procedures to ensure better efficiency • Manage the Service Team Calibration register and ensure timely announcement of pending equipment calibration, minimizing equipment downtime • In charge of spare parts inventory management and reporting in CMMS, including conducting annual audits, screening vendors and entering contracts on behalf of the company, coordinating delivery schedules, managing contracts and invoices, etc. • Identify the critical path required to achieve a given task and manage it until completion (self-starter, autonomous) • Review and verify documents for completeness, format, and compliance • Oversee purchase requests/purchase orders • Manage company assets (including company vehicles) and properly maintain the company’s relevant insurance policy

• Atender leads receptivos via WhatsApp dentro do SLA de 5 minutos. • Executar a régua de follow-up multicanal (mín. 7 contatos) com toda a carteira. • Conduzir ligações e videochamadas de apresentação do ecossistema Wedrop seguindo os scripts. • Trabalhar carteira de leads novos, reativações e casos em fases intermediárias e finais do Kanban. • Conduzir vendas de alto valor (High Ticket) conforme a senioridade, com discovery aprofundado e tratamento de objeções. • Registrar 100% das interações no CRM, com forecast realista e Kanban sempre movimentado. • Identificar objeções recorrentes e reportá-las para refinamento de scripts e materiais. • Participar de treinamentos, roleplays, calls de feedback e ritos comerciais (daily / weekly).

• Responsible for performing and supporting research for teams operating within a service group, product group and/or project group. • Assists with the development, monitoring, coordination and implementation of non-technical projects as assigned. • Provides analysis, reporting and internal communication services with team members. • Develops knowledge of industry and organizational processes.