Junior Control Desk Analyst – Affirmative Action Position for People with Disabilities

🔥 45 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

👥 People Operations

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wellhub

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 Accelerator/Incubator on 2024-12

HR Tech • SaaS • B2B

Wellhub is a corporate wellness platform that packages fitness, mindfulness, nutrition and sleep services into a single subscription for employees whose companies offer it as a workplace benefit. The platform provides access to a large global network (120,000+ in-person gyms & studios, 3,800+ virtual personal trainers, and 90+ premium wellness apps), supports both employer-paid and employee-paid subscription options, and is delivered via an app that companies can launch in about 30 days. Wellhub positions itself as an HR-facing benefit (helping reduce healthcare costs and turnover) and a consumer-facing wellness subscription for employees.

📋 Description

• Monitor and manage customer support operations in real time, balancing contact volume and agent capacity across multiple channels • Identify deviations in SLA, FRT, backlog, and absenteeism/schedule adherence • Implement immediate corrective actions, including queue redistribution, break adjustments, and activation of contingency plans • Act as the focal point between WFM/Planning and operations supervisors and coordinators • Investigate the root causes of operational metric deviations • Categorize occurrences and quantify operational impacts • Record occurrences and system incidents • Generate intraday reports for continuous monitoring • Participate in continuous improvement initiatives and projects • Use generative artificial intelligence to automate alerts and improve visibility into operational data

🎯 Requirements

• Demonstrated hands-on experience in operational monitoring, real-time control, or Control Desk/Intraday activities in customer service centers, contact centers, or multichannel CX operations • Strong knowledge of SLA, Average Handle Time (AHT), schedule adherence, occupancy, backlog, and First Response Time • Knowledge of customer service/omnichannel or Workforce Management tools, such as Zendesk, Genesys, and Tymeshift • Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel, including data cross-referencing, pivot tables, and analytical formulas • English at an intermediate level or above for reading technical reports and communicating via chat/email with global teams • Excellent verbal and written communication skills • Logical reasoning, problem-solving skills, and adaptability • Familiarity with and interest in artificial intelligence tools such as Gemini and ChatGPT • Affirmative action position exclusively for People with Disabilities

🏖️ Benefits

• Free Wellhub Gold+ plan, with access to thousands of gyms and studios, digital fitness programs, and online resources for meditation, nutrition, mental health support, and sleep routines • Option to add up to three family members to the Wellhub plan • Wellz personalized programs, including 52 annual cognitive behavioral therapy sessions and on-demand content • Health insurance • Dental insurance • Life insurance • Flexible work arrangement • Home office reimbursement • Vacation available after six months of employment • Three days off per year • One additional day off for each year with the company, up to a total of five days • One day off during your birthday month • 100% paid parental leave • Extended leave for birth parents and a transition period with the option to work part-time • Global learning platforms • Interactive sessions and a personalized development roadmap • Internal opportunities • Ongoing learning and feedback

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