Description: * Be at least 18 years old; * Have completed high school and be currently enrolled in a higher education program in any field; * Proficiency in Microsoft Office Suite; * Knowledge of Operational Indicator Analysis. Behavioral Competencies: * Negotiation * Teamwork * Communication * Change Orientation Responsibilities and Duties: * Analyze information (Incidents/TMA/NS/SLA), identifying and justifying operational impacts; * Monitor waiting queues (Multichannel), ensuring the defined service level; * Track adherence via WFM, supporting operations in the adherence indicator, productivity, and mapping impacts on Service Level; * Justify (Operations Support) service level breaches, assisting operations/planning to ensure the defined NS is met, analyzing real-time impacts; * Modify skills, updating operational dashboards and ensuring prioritization of customer service activities; * Monitor NS, TMA, SLA, Traffic, and Agents, ensuring defined indicators are met; * Add filters upon request from operations, optimizing campaigns; * Monitor dialing performance and indicators (idle time, updates, and conversation) (PDS), identifying failures, fluctuations, and campaign performance; * Track the number of agents logged in, in real time; * Flag and interact with/record incidents in campaigns, identifying failures, fluctuations, and campaign performance; * Start/stop campaigns, initiating and halting campaigns; * Monitor incidents via Web, tracking status and evaluating the need to open a new incident; * Send NS/TMA/VOLUME/LOGIN bulletin, reporting indicators to Tahto managers; * Send SMS or use other communication channels (internal/external) to report indicators to Tahto managers; * Perform other related activities associated with the role. 2512220202491879133