Job Summary: Join us as a Mutant and become part of a bold group that charts new paths—monitoring telesales KPIs and tracking support tickets. Key Highlights: 1. Flexible working hours and casual dress code 2. Cross-brand growth opportunities 3. Collaborative and innovative team focused on technology and AI **WHAT DOES IT MEAN TO BE A MUTANT?** **When you choose to become a Mutant, you choose to take a different step in your life and career.** Being a Mutant means joining a courageous group that dares to chart new paths and possesses the ambition to go further every day. We are not a trendy company — nor do we aim to be. On the contrary, we deliver far more than we promise. And we prefer doing it together because here, it’s for everyone and by everyone. We’re constantly seeking talented, passionate people to grow and evolve with us. If you believe in your talent and can demonstrate it in practice, join us as a Mutant. We’re waiting for you. **Responsibilities and Duties** * Real-time monitoring of key telesales indicators (calls answered, abandoned calls, overflow calls, agent idle time, average handling time [AHT], service level [SL]). * Monitoring trunks (via NeoManager), available channels, fluctuations, etc. * Creating and tracking support tickets. * Conducting tests on telesales IVRs. * Working hours: 2:00 PM to 8:20 PM; weekend on-call shifts: 4:00 PM to 10:20 PM. **Requirements and Qualifications** * Experience in IT. * Intermediate-level Excel proficiency. * Analytical mindset to monitor deviations and metrics. * Sense of urgency and accountability. * Strong interpersonal communication skills—both verbal and written—for interactions with customers, managers, and partners. **Additional Information** **What You’ll Find Here:** * Flexible working hours; * Flat organizational structure; * Casual dress code; * Bike and scooter parking (for office visits); * Cross-brand growth opportunities; * Citizen Company: Our employees enjoy extended parental leave; **Benefits:** * Medical and dental insurance; * Life insurance; * Commuter allowance; * Meal and food vouchers; * Wellhub (Gympass); * Childcare allowance; * Allowance for children with disabilities; * Performance bonus; * Birthday day off; * Alelo Multibenefícios; * Allya — app-based partnerships and discounts; * Pet health insurance; **Plus, these additional benefits reflect our Mutant purpose:** * Freedom to be yourself. Inclusion is in our DNA. We make no distinction based on gender, race, religion, or skin color! We’re all Mutants! * People and experiences drive us. They are our essence and purpose. Initiatives and programs focused on workplace climate, development, and culture; * Delivering value to people and businesses. Together, we build digital products that accelerate business growth; * Being part of an outstanding team that plays as one, with a culture of collaboration, innovation, and transformation—and most importantly, enjoys the entire journey; * Working and exchanging knowledge daily. The industry’s top talent in a place where they can truly be themselves—that’s how we deliver disruptive solutions; We were born to transform. Not just a product, not just a process—**the entire game**. Our purpose is simple: **enhancing brand-to-people relationships using technology, data, and creativity.** We solve real problems at real scale: **+70 million CPFs impacted annually** **+10 billion voice and text interactions** **+3.5 billion interactions powered by AI** Across multiple customer journeys. Across all channels. Every day. **Because the future is now.** **TECHNOLOGY BORN FROM PEOPLE** We pioneered the use of Generative AI to transform how companies communicate, engage, and resolve issues with their customers. This isn’t “just another AI.” We built our own ecosystem: **IAM, Mutant’s Generative AI**, a multi-agent system that learns from every interaction, adapts to each client’s business, and delivers hyper-personalized experiences at scale. Technology is our foundation. But what truly sets us apart is **who builds this technology**: curious, restless people who challenge assumptions, think collaboratively, and reimagine what no one else has thought of. **OPPORTUNITIES THAT ACCELERATE YOUR GROWTH** We seek people who want to build—not just execute. People who keep pace with innovation and value working alongside cutting-edge advancements in AI, data, and customer experience. Here, you’ll find: * Continental-scale impact projects * Proprietary, state-of-the-art multi-agent technology * Continuous learning * Creative freedom with responsibility * Accelerated growth in a rapidly evolving market