Customer support specialist at Atento, focusing on negotiating telecommunication service debts. Role includes hybrid/in - person training and customer engagement in São Caetano do Sul.
About the role
- Analyst supporting the education sector with strategic collection operations and optimizing performance indicators. Collaborating with partners to enhance automation and tool optimization efforts.
Responsibilities
- Operation Planning and Optimization: Support the planning of outreach actions and the deployment of targets, ensuring accurate workload allocation and optimization of dialing routes.
- Data and Report Quality: Ensure the accuracy of data and information in performance reports. Analyze data and reports to identify patterns and deviations, optimize campaigns, and propose continuous improvements aimed at achieving and exceeding targets.
- Projects and Presentations: Support the development of strategic projects and related presentations.
- Analysis of Collection Metrics: Monitor and analyze key metrics across the collections workflow, such as Alô (answer rate), CPC, Hit Rate, Conversion, and Effectiveness, proposing action plans to optimize results.
- Communication and Partner Relationship: Maintain a close relationship with partner teams. Support discussions on results, challenges, and opportunities for automation and tool optimization, using performance reports as the basis for these discussions.
Requirements
- Completed higher education in Business Administration, Accounting Sciences, and/or related fields;
- Prior knowledge or experience in collections strategies;
- Knowledge of collection KPIs (PTP, PMR, Recovery Rate, Hit Rate, Conversion, and Effectiveness);
- Intermediate Excel (PivotTables, VLOOKUP, IF functions);
- Experience working with partner offices/partner teams;
- Knowledge of Power BI.
Benefits
- Profit sharing: celebrating results is part of the Cogna way.
- Meal or food allowance: provided via a flexible benefits card.
- Health insurance: a comprehensive plan with dependent coverage and copayment option.
- Dental coverage: available to keep your smile healthy.
- Tuition scholarships for undergraduate and graduate programs: available at our educational institutions for you and your dependents (spouse and children).
- Birthday day off: choose a day to relax and celebrate.
- SESC partnership: access to numerous opportunities to improve quality of life.
- Univers pharmacy partnership: discounts on a variety of medications.
- Corporate university: various learning tracks and free courses to help you continue developing with us.
- Book discounts: purchase top titles from our publishers at reduced prices.
- Wellhub (Gympass): options to stay active in your daily routine.
- Ninho Program: a program dedicated to families expecting a new baby.
- Valoriza - Internal Recruitment Program: designed to boost your career through internal opportunities.
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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