Assistente de Torre de Controle
IBM
Assistente de Torre de Controle
Job Description
Assistente de Torre de Controle
📋 Job Overview
The Assistente de Torre de Controle role at IBM Consulting involves working within the IBM BPO to enhance digital transformation using agile methodologies, process mining, and AI-driven workflows. The position requires monitoring and managing real-time customer service flows, analyzing operational data, supporting the operational team, and driving continuous improvements to enhance the beneficiary experience in the healthcare sector.
📍 Location: Salvador, BR
💼 Career Level: Entry Level
🎯 Key Responsibilities
- Monitor and manage real-time customer service flows across various channels (omnichannel)
- Identify and escalate critical incidents for immediate resolution
- Monitor and manage backlog tasks to prevent delays
- Generate and analyze performance reports including Service Level (SL), Average Handling Time (AHT), abandonment rates, first call resolution (FCR), and customer satisfaction (CSAT or NPS)
- Collaborate with Quality teams to ensure agents follow correct procedures and scripts, especially regarding sensitive health information and regulations
- Investigate and report root causes of process deviations and failures
- Support workforce management by adjusting operator schedules in real-time
- Act as a liaison between customer service and IT to resolve system issues
- Communicate critical updates and changes to service teams
- Use monitored data to identify process bottlenecks and suggest changes to Standard Operating Procedures (SOPs)
- Contribute to a more humanized and personalized beneficiary experience
✅ Required Qualifications
- Solid knowledge in call center metrics and indicators
- Advanced proficiency in Excel
- Experience with operational data analysis and managerial report building
- Familiarity with BPO and CSC environments
- Completed or ongoing higher education in Administration, Engineering, Statistics, Information Systems, or related fields
⭐ Preferred Qualifications
- Knowledge in SQL
- Experience with process automation tools
🛠️ Required Skills
- Analytical and critical thinking
- Proactivity and sense of urgency
- Good communication and ability to synthesize information
- Focus on results and continuous improvement
- Ability to work under pressure and manage multiple demands
- Data visualization tools (Power BI, Tableau or similar)
- Agile methodologies
- Process mining
- AI-driven workflows
- Hybrid cloud and AI strategy knowledge
🎁 Benefits & Perks
- Opportunities for career growth and development
- Encouragement to be courageous and experiment daily
- Continuous trust and support in a diverse and inclusive environment
- Access to IBM's resources and technology
- Equal opportunity employment
Locations
- Salvador, BR, India
Salary
Estimated Salary Rangemedium confidence
400,000 - 700,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Analytical and critical thinkingintermediate
- Proactivity and sense of urgencyintermediate
- Good communication and ability to synthesize informationintermediate
- Focus on results and continuous improvementintermediate
- Ability to work under pressure and manage multiple demandsintermediate
- Data visualization tools (Power BI, Tableau or similar)intermediate
- Agile methodologiesintermediate
- Process miningintermediate
- AI-driven workflowsintermediate
- Hybrid cloud and AI strategy knowledgeintermediate
Required Qualifications
- Solid knowledge in call center metrics and indicators (experience)
- Advanced proficiency in Excel (experience)
- Experience with operational data analysis and managerial report building (experience)
- Familiarity with BPO and CSC environments (experience)
- Completed or ongoing higher education in Administration, Engineering, Statistics, Information Systems, or related fields (experience)
Preferred Qualifications
- Knowledge in SQL (experience)
- Experience with process automation tools (experience)
Responsibilities
- Monitor and manage real-time customer service flows across various channels (omnichannel)
- Identify and escalate critical incidents for immediate resolution
- Monitor and manage backlog tasks to prevent delays
- Generate and analyze performance reports including Service Level (SL), Average Handling Time (AHT), abandonment rates, first call resolution (FCR), and customer satisfaction (CSAT or NPS)
- Collaborate with Quality teams to ensure agents follow correct procedures and scripts, especially regarding sensitive health information and regulations
- Investigate and report root causes of process deviations and failures
- Support workforce management by adjusting operator schedules in real-time
- Act as a liaison between customer service and IT to resolve system issues
- Communicate critical updates and changes to service teams
- Use monitored data to identify process bottlenecks and suggest changes to Standard Operating Procedures (SOPs)
- Contribute to a more humanized and personalized beneficiary experience
Benefits
- general: Opportunities for career growth and development
- general: Encouragement to be courageous and experiment daily
- general: Continuous trust and support in a diverse and inclusive environment
- general: Access to IBM's resources and technology
- general: Equal opportunity employment
Tags & Categories
Assistente de Torre de Controle
IBM
Assistente de Torre de Controle
Job Description
Assistente de Torre de Controle
📋 Job Overview
The Assistente de Torre de Controle role at IBM Consulting involves working within the IBM BPO to enhance digital transformation using agile methodologies, process mining, and AI-driven workflows. The position requires monitoring and managing real-time customer service flows, analyzing operational data, supporting the operational team, and driving continuous improvements to enhance the beneficiary experience in the healthcare sector.
📍 Location: Salvador, BR
💼 Career Level: Entry Level
🎯 Key Responsibilities
- Monitor and manage real-time customer service flows across various channels (omnichannel)
- Identify and escalate critical incidents for immediate resolution
- Monitor and manage backlog tasks to prevent delays
- Generate and analyze performance reports including Service Level (SL), Average Handling Time (AHT), abandonment rates, first call resolution (FCR), and customer satisfaction (CSAT or NPS)
- Collaborate with Quality teams to ensure agents follow correct procedures and scripts, especially regarding sensitive health information and regulations
- Investigate and report root causes of process deviations and failures
- Support workforce management by adjusting operator schedules in real-time
- Act as a liaison between customer service and IT to resolve system issues
- Communicate critical updates and changes to service teams
- Use monitored data to identify process bottlenecks and suggest changes to Standard Operating Procedures (SOPs)
- Contribute to a more humanized and personalized beneficiary experience
✅ Required Qualifications
- Solid knowledge in call center metrics and indicators
- Advanced proficiency in Excel
- Experience with operational data analysis and managerial report building
- Familiarity with BPO and CSC environments
- Completed or ongoing higher education in Administration, Engineering, Statistics, Information Systems, or related fields
⭐ Preferred Qualifications
- Knowledge in SQL
- Experience with process automation tools
🛠️ Required Skills
- Analytical and critical thinking
- Proactivity and sense of urgency
- Good communication and ability to synthesize information
- Focus on results and continuous improvement
- Ability to work under pressure and manage multiple demands
- Data visualization tools (Power BI, Tableau or similar)
- Agile methodologies
- Process mining
- AI-driven workflows
- Hybrid cloud and AI strategy knowledge
🎁 Benefits & Perks
- Opportunities for career growth and development
- Encouragement to be courageous and experiment daily
- Continuous trust and support in a diverse and inclusive environment
- Access to IBM's resources and technology
- Equal opportunity employment
Locations
- Salvador, BR, India
Salary
Estimated Salary Rangemedium confidence
400,000 - 700,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Analytical and critical thinkingintermediate
- Proactivity and sense of urgencyintermediate
- Good communication and ability to synthesize informationintermediate
- Focus on results and continuous improvementintermediate
- Ability to work under pressure and manage multiple demandsintermediate
- Data visualization tools (Power BI, Tableau or similar)intermediate
- Agile methodologiesintermediate
- Process miningintermediate
- AI-driven workflowsintermediate
- Hybrid cloud and AI strategy knowledgeintermediate
Required Qualifications
- Solid knowledge in call center metrics and indicators (experience)
- Advanced proficiency in Excel (experience)
- Experience with operational data analysis and managerial report building (experience)
- Familiarity with BPO and CSC environments (experience)
- Completed or ongoing higher education in Administration, Engineering, Statistics, Information Systems, or related fields (experience)
Preferred Qualifications
- Knowledge in SQL (experience)
- Experience with process automation tools (experience)
Responsibilities
- Monitor and manage real-time customer service flows across various channels (omnichannel)
- Identify and escalate critical incidents for immediate resolution
- Monitor and manage backlog tasks to prevent delays
- Generate and analyze performance reports including Service Level (SL), Average Handling Time (AHT), abandonment rates, first call resolution (FCR), and customer satisfaction (CSAT or NPS)
- Collaborate with Quality teams to ensure agents follow correct procedures and scripts, especially regarding sensitive health information and regulations
- Investigate and report root causes of process deviations and failures
- Support workforce management by adjusting operator schedules in real-time
- Act as a liaison between customer service and IT to resolve system issues
- Communicate critical updates and changes to service teams
- Use monitored data to identify process bottlenecks and suggest changes to Standard Operating Procedures (SOPs)
- Contribute to a more humanized and personalized beneficiary experience
Benefits
- general: Opportunities for career growth and development
- general: Encouragement to be courageous and experiment daily
- general: Continuous trust and support in a diverse and inclusive environment
- general: Access to IBM's resources and technology
- general: Equal opportunity employment
Tags & Categories