WFM, Intraday Analyst – Affirmative Action Position for People with Disabilities

🔥 16 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👥 People Operations

👻 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.

Apply Now

Find Similar Remote Jobs

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/adherence, implementing immediate corrective actions • Redistribute queues, adjust breaks, and activate contingency plans • Serve as the focal point between WFM/Planning and operations supervisors and coordinators • Investigate the root causes of metric deviations and quantify operational impacts • Record occurrences and system incidents • Generate intraday reports to monitor operations • Participate in continuous improvement projects, including alert automation and data visibility through generative artificial intelligence

🎯 Requirements

• Proven hands-on experience with operational monitoring, real-time control, or Control Desk/Intraday processes in customer service centers, contact centers, or multichannel CX operations • Strong knowledge of SLA, Average Handle Time (AHT), adherence, occupancy, backlog, and First Response Time • Experience with 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 analysis, pivot tables, and analytical formulas • English at an intermediate level or higher for reading and interpreting 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 gyms, studios, digital fitness programs, meditation, nutrition, mental health support, and sleep routines • Option to add up to 3 family members to the Wellhub plan • Wellz with personalized programs, 52 annual cognitive behavioral therapy sessions, and on-demand content • Health insurance • Dental insurance • Life insurance • Home office reimbursement • Vacation eligibility after 6 months of employment • 3 days off per year • 1 additional company day off per year, up to 5 days • 1 day off during your birthday month • 100% paid parental leave • Extended leave for birthing parents and a transition period with the possibility of working part-time • Access to global learning platforms and interactive sessions • Personalized development roadmap • Internal opportunities and continuous learning and feedback • Customizable flexible benefits

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume