Contact Center Operations Management Support

Job description

Key Responsibilities: Oversee the daily operation of outbound campaigns, including customer databases, agent activity, productivity, priorities, and contact rules; Coordinate the launch, modification, and closure of sales campaigns, ensuring accurate segmentation, offers, and procedures; Monitor and analyse key commercial and operational KPIs, identifying performance gaps and improvement opportunities; Identify operational, data, contactability, and tool-related issues and coordinate their resolution with relevant stakeholders; Monitor call quality and ensure compliance with sales procedures, quality standards, legal requirements, and data protection guidelines; Prepare and update training materials, procedures, briefings, and operational documentation, providing support to Contact Center teams; Act as the operational point of contact between the client and the Contact Center provider, coordinating with internal teams and following up on operational and customer-related issues. Minimum of 1 year of experience in Contact Center operations, outbound campaigns, telesales, or commercial operations. Experience in monitoring commercial and operational KPIs, such as conversion, productivity, contactability, and quality. Fluency in Portuguese and an advanced level of English; Spanish is a plus. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Declaração de Igualdade de Oportunidades de Emprego Acreditamos que ninguém deve ser discriminado por suas diferenças. Todas as decisões de contratação devem ser tomadas sem distinção de idade, raça, credo, cor, religião, sexo, nacionalidade, ascendência, deficiência, condição de veterano militar, orientação sexual, identidade ou expressão de gênero, informação genética, estado civil, cidadania ou qualquer outra condição protegida pela legislação aplicável. Nossa rica diversidade nos torna mais inovadores, competitivos e criativos, o que nos ajuda a atender melhor nossos clientes e nossas comunidades.