Location
belo horizonte, minas gerais, Brazil
Posted
July 28, 2026
Job Description
Responsibilities
- Provide operational support for the platforms used by service teams.
- Analyze, troubleshoot and resolve incidents related to the applications and solutions owned by the team.
- Handle operational and technical requests related to the service platforms.
- Support the daily activities of contact centers, ensuring operational continuity and quality.
- Monitor contact queue metrics, contributing to SLA compliance and NPS improvement.
- Investigate root causes of deviations, failures or unexpected platform behavior.
- Support identification of improvement opportunities in workflows, processes and automations.
- Collaborate with partner areas, vendors and internal teams to resolve issues and evolve solutions.
- Contribute to documentation of procedures, recurring incidents, flows and operational best practices.
- Act proactively by monitoring signs of instability or deviations befo...