Hybrid Control Desk – Staff

at Tahto

• Job title: Control Desk – Staff
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Goiania, Brasil

About the role

• Control Desk role in Goiânia specializing in operational metrics and service level oversight. Engaging in data collection and trend analysis for service efficiency.

Responsibilities

• Collect information (tickets/AHT/SL), justifying operational impacts;
• Monitor wait queues (Vonix, CCPulse and OLOS), ensuring the targeted service level;
• Monitor adherence via TTV, supporting operations on adherence and productivity indicators and mapping impacts on Service Level;
• Justify (Operation Support) service level loss, assisting operations/planning to ensure the targeted SL and analyzing impacts;
• Modify skill assignments (OLOS and Configuration Manager - GENESYS), updating operations rosters and ensuring prioritization of service tasks;
• Monitor SL, AHT, traffic and agents, ensuring the defined indicators;
• Add filters when requested by operations to optimize campaigns;
• Monitor dialing performance and indicators (idle, update and conversation) (PDS), identifying failures, fluctuations and campaign performance issues;
• Track the number of logged-in agents;
• Flag and interact on campaign incidents/occurrences, identifying failures, fluctuations and campaign performance;
• Start/stop campaigns, initiating and stopping campaigns;
• Track tickets via web, monitoring status and assessing the need to open a new ticket;
• Send SL/AHT/VOLUME/LOGIN bulletins, reporting indicators to Tahto and OI managers;
• Send SL SMS notifications, reporting indicators to Tahto and OI managers;
• Perform other duties related to the role.

Requirements

• Education level compatible with the intended position. (See “Annex I - Career Guide” in the Compensation Policy)
• Not participating in another selection process.
• For Group A: must not have withdrawn from a promotion in the last 3 months.
• Must not have failed selection for the same position in the last 30 days.
• Meet the minimum required time in the role and since admission, according to the Compensation Policy.
• For operational positions:
• No disciplinary measures (warning/suspension) in the last 4 months
• Be in the Diamond, Gold or Silver groups for the last 3 closed months (excluding the current and previous month).
• For management positions: must not have received suspension in the last year.
• 🔎 Reminder: updating your registration in the DAP, especially your education information, is the employee's responsibility.

Benefits

• Childcare allowance per child up to 5 years old;
• Allowance for dependents with special needs - no age limit;
• Health and dental plan;
• Life insurance;
• Transportation voucher;
• Meal and/or food allowance;
• PPR - Results Participation Program (Profit Sharing);
• Wellhub (wellness platform);
• Partnerships with various companies (educational institutions, language schools, among others)