Analista de Control Desk Júnior (CX) - Vaga Afirmativa para Pessoas com Deficiência
Posted October 30, 2026
Job Description
- This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Junior Control Desk Analyst (CX) – Exclusive Opportunity for Persons with Disabilities based in Brazil. We are looking for a detail-oriented and proactive Junior Control Desk Analyst to join a global Customer Experience (CX) operations team. In this role, you will monitor and manage customer support activities in real time, ensuring optimal resource allocation and service-level performance across multiple channels. You will work closely with Workforce Management (WFM) and operations leadership, helping identify operational challenges and implement timely corrective actions. Beyond monitoring dashboards, you will have the opportunity to make meaningful operational decisions and contribute to continuous improvement initiatives. You will also explore the practical use of generative AI to automate alerts and improve operational reporting. This is an excellent opportunity to develop your expertise in workforce management within a collaborative, international, and fully remote environment.
- Accountabilities Monitor and manage customer support operations in real time, balancing incoming contact volumes with available agent capacity across multiple channels. Track key operational indicators, including Service Level Agreements (SLA), First Response Time (FRT), Average Handling Time (AHT), backlog, attendance, and schedule adherence. Identify performance deviations and implement immediate corrective actions, including queue redistribution, break adjustments, and contingency plan activation. Act as a key communication link between Workforce Management (WFM) and operations leadership, including supervisors and coordinators, ensuring clear and timely operational coordination. Analyze the root causes of operational performance issues, categorize incidents, and assess their impact on daily service delivery. Record operational occurrences and system incidents, maintaining accurate documentation and generating clear intraday reports. Provide real-time visibility into operational performance and support decision-making through accurate data analysis and reporting. Participate in continuous improvement initiatives focused on real-time workforce management and operational efficiency. Explore and apply generative AI tools to automate operational alerts, streamline reporting, and improve data visibility. Requirements: Practical experience in operational monitoring, real-time workforce management, or Control Desk/Intraday activities within customer service centers, contact centers, or multichannel CX operations. Good understanding of customer service performance indicators and concepts, including SLA, Average Handling Time (AHT), schedule adherence, occupancy, backlog, and First Response Time (FRT). Familiarity with customer support, omnichannel, or Workforce Management platforms such as Zendesk, Genesys, Tymeshift, or equivalent tools. Intermediate to advanced proficiency in spreadsheet applications, particularly Google Sheets and/or Microsoft Excel, including data analysis, cross-referencing, pivot tables, and analytical formulas. Intermediate English proficiency or higher, with the ability to read and interpret technical reports and communicate with international teams through chat and email. Advanced English is considered an advantage. Excellent written and verbal communication skills, with the confidence to coordinate, negotiate, and align operational decisions with team leaders and supervisors. Strong logical reasoning, analytical thinking, and problem-solving abilities. Ability to adapt quickly to changing priorities, dynamic operational environments, and unexpected situations. Familiarity with and interest in using Artificial Intelligence tools, such as Gemini or ChatGPT, to improve daily workflows, automate analyses, and prepare operational summaries. Availability to work remotely from anywhere in Brazil according to the established schedule: Monday to Friday, 12:30 PM to 9:00 PM, plus one Saturday shift per month from 8:00 AM to 3:00 PM, with compensatory reduced working hours during the week. This is an affirmative action position exclusively for Persons with Disabilities (PwD). Benefits: 100% remote working arrangement, with the flexibility to work from anywhere in Brazil. Flexible benefits program that allows employees to tailor certain benefits to their individual needs. Free Gold+ wellness membership, providing access to thousands of gyms, fitness studios, digital workout programs, meditation, nutrition, mental health, and sleep resources. Option to add up to three family members to the wellness membership. Access to personalized mental wellness programs, including up to 52 cognitive behavioral therapy sessions per year and on-demand content. Comprehensive health insurance. Dental insurance. Life insurance. 24/7 access to telemedicine services. Free online therapy and mental health support. Home office reimbursement to help create a comfortable and productive workspace. Paid time off, including vacation eligibility after six months of employment. Three additional days off per year, plus one additional day off for each year of service, up to five days. One additional day off during your birthday month. Fully paid parental leave for all new parents. Extended maternity leave and a gradual return-to-work arrangement for eligible employees. Access to global learning platforms, interactive training sessions, and personalized professional development plans. Internal career mobility opportunities and continuous learning and feedback initiatives. Inclusive and collaborative working culture that values diversity, well-being, and individual contributions.
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