Control Desk Analyst, Junior

• Monitor operational performance indicators, tracking productivity and service levels across the operation;
• Identify deviations, bottlenecks, and opportunities to improve processes;
• Track system incidents and their impact on operations, supporting incident resolution and communications;
• Conduct operational analyses and prepare management and statistical reports;
• Monitor SLA compliance and propose actions to ensure agreed-upon results;
• Track the progress of operational activities, identifying risks and areas requiring action;
• Support decision-making through the analysis of operational data and information;
• Collaborate with different teams, contributing to process integration and the achievement of results.

• Bachelor’s degree completed;
• Knowledge of performance indicator analysis and report preparation;
• Intermediate Excel skills;
• Strong verbal and written communication skills;
• Analytical mindset and logical reasoning;
• Excellent organizational and planning skills;
• Ability to work effectively as part of a team;
• Results-oriented, with a strong focus on meeting deadlines.
• Preferred: Experience in operational monitoring, Control Desk, or workforce planning;
• Preferred: Knowledge of BI and data visualization tools;
• Preferred: Experience tracking SLAs and performance indicators;
• Preferred: Experience in customer service or Contact Center operations;
• Preferred: Proactive and flexible profile, with strong interpersonal skills.

• To be defined