LR
Liquid ReplyGolang Software Engineer
Golang Software Engineer primarily focused on open source projects to enhance cloud - native development. Work on microservices and Kubernetes alongside clients and internal teams.
About the role
- 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- For Group A: must not have withdrawn from a promotion in the last 3 months.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)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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