Description: * People management techniques (Feedback, PDI, 1:1, Engagement, team building, etc); * Knowledge of programming language functionalities (R, Python, SQL, BI); * Proficiency in Excel; * Intermediate knowledge of Office suite; * Intermediate knowledge of dialers; * Knowledge of methodologies for active/receptive workforce sizing; * Know-how in contact center and planning; * Data analysis techniques; We want your contributions to: * Responsible for managing, guiding, scheduling, and monitoring the team; * Prevent risks related to errors and failures in information generation and sharing; * Minimize the likelihood of team procedural/process errors and failures; * Ensure processes and procedures aimed at improvement opportunities through innovation are implemented; * Ensure execution of improvement/general projects remains within scope and schedule; * Communicate with other company areas regarding projects and routine activities; * Ensure human resources are being utilized optimally, and that other resources (mass actions, digital tools, dialers) are applied as planned; * Ensure and maintain team development (PDI, feedback, training, best practices) and monitor team progress; * Maintain a safe, healthy, and supportive environment (psychologically and methodologically) for the entire team; * Maintain solid and healthy relationships with clients (internal/external); * Ensure and support the creation of metrics and strategies to enhance operational results (excluding customer service); * Ensure accuracy in workforce sizing creation, provide support, monitor plan execution, and resize when necessary (applicable to service portfolios); 2511090202181858960