WFM Analyst - Intraday

**Your well-being, our mission. Join a company that makes the world healthier.** **GET TO KNOW US** We are revolutionizing corporate well-being. Our platform connects employees around the world with the best partners in physical exercise, mindfulness, therapy, nutrition and sleep routines – all in a single subscription. Based in New York with teams in Europe, North America and South America, our mission is to make every company a wellness company. We believe work should be rewarding, inspiring and balanced. Here, you will find a team that values well-being, collaboration and diverse perspectives, in a place where passion and creativity break limits to create real impact. Your contributions will help build a healthier world, for you and millions of people globally. **THE OPPORTUNITY** We are hiring a **WFM Analyst - Intraday** to join our **Global CX** team in **Brazil**, working remotely! Our Global CX team is the heart of the experience of our members, partners and corporate clients around the world. We are looking for a junior CX WFM Intraday (Control Desk) analyst to work directly on real-time monitoring, balancing and management of our customer service operations. In this role, you will not just be someone tracking breaks or dashboards: you will work on the front line with real autonomy to make critical decisions, serving as a consultative partner to operations supervisors and ensuring that our service levels (SLA) are met with efficiency and quality. This position is 100% remote (for any region of Brazil), on a regular shift schedule: Monday to Friday, from 12:30 p.m. to 9:00 p.m., with a rotation of 1 weekend on-call shift per month on Saturdays (from 8:00 a.m. to 3:00 p.m., with compensation and reduced workload during the week). **YOUR IMPACT** - Monitor and manage the service operation in real time, maintaining the balance between incoming contact volume and the installed capacity of agents across multiple channels. - Identify SLA deviations, first response time (FRT), backlog and absenteeism/schedule adherence, applying immediate corrective actions (queue redistribution, break adjustments and activation of contingency plans). - Act as the agile and consultative point of contact between WFM/Planning and operations leadership (Supervisors and Coordinators), aligning changes with technical clarity and without noise. - Investigate root causes of deviations in operational indicators, categorizing incidents and quantifying their daily impact. - Record operational occurrences, systemic incidents and produce objective intraday reports for ongoing monitoring of the operation. - Take part in continuous improvement initiatives and projects in real-time operations, including the practical use of generative artificial intelligence to automate alerts and improve visibility of operational data. **WHO YOU ARE** - Proven hands-on experience in operational monitoring, real-time control or Control Desk/Intraday routines in call centers, contact centers or multichannel CX operations. - Practical command of the main customer service indicators and concepts (SLA, AHT, Adherence, Occupancy, Backlog, First Response Time). - Conceptual or practical knowledge of customer service/omnichannel tools or Workforce Management platforms (such as Zendesk, Genesys, Tymeshift or similar platforms). - Intermediate or advanced skills in spreadsheets (Google Sheets and/or Microsoft Excel) for cross-referencing data, pivot tables and analytical formulas. - Intermediate or higher English proficiency (ability to read and interpret technical reports and communicate via chat/email with global teams; advanced proficiency will be considered a plus). - Excellent verbal and written communication skills, with confidence to discuss, negotiate and align decisions with operations leadership. - Agile logical reasoning, problem-solving skills and adaptability to dynamic and unexpected daily scenarios. - Familiarity with and interest in using artificial intelligence tools (e.g., Gemini, ChatGPT) to optimize analyses, report summaries and daily routines. **WHAT WE OFFER YOU** We create a work environment where you can thrive in every dimension of your life. We do this through well-designed benefits, resources for emotional well-being and a culture that empowers each person to truly connect with their role here and take ownership of it, balancing this with their own well-being. Our flexible benefits program helps you tailor them to your needs! **Our benefits include:** **WELLHUB:** Free Gold+ plan, with access to thousands of gyms and studios, digital fitness programs and online resources for meditation, nutrition, mental health support, sleep routines and more. You can also add up to 3 family members to your plan, ensuring those who matter most to you have access to well-being. **WELLZ:** A unique and comprehensive resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive behavioral therapy sessions (52 per year) and on-demand content. **HEALTH AND CARE:** Health insurance, dental insurance and life insurance. **FLEXIBLE WORK:** With a work arrangement that prioritizes flexibility, we offer hybrid and remote positions, so you have the freedom to work the way that suits you best. The work model for this specific position can be discussed with the recruiter and leadership. When you join Wellhub, you can also use our home office reimbursement to set up your home office! **PAID TIME OFF:** Disconnecting and recharging is very important. That is why we offer vacation after 6 months of work + 3 days off per year + 1 day off for each year at the company (up to 5 days) + 1 day off in your birthday month! **PAID PARENTAL LEAVE:** Welcoming a new family member is one of life's most special moments. We want every employee to be truly present and enjoy this time with family. That is why we offer 100% paid parental leave to all new parents. Birth parents are also entitled to extended leave (Empresa Cidadã) and a ramp-back period, during which they may work part-time until they adjust to their new routine. **PROFESSIONAL DEVELOPMENT:** Get access to global learning platforms, take part in interactive sessions, build your personalized development map and explore our internal opportunities. Here, we focus on continuous learning and feedback to support your journey toward success – both personal and professional. **CULTURE:** You will join a team of dedicated people who come together to break limits, support one another and create lasting impact on corporate well-being. We win together, cultivating relationships of trust through transparent communication and a culture where every perspective matters. [Learn more about our values and culture.](https://wellhub.com/en-us/careers/our-values/) **Want to see what it's really like to work here? Follow us on** [**Instagram**](https://www.instagram.com/lifeatwellhub/) **@lifeatwellhub and watch our team video on** [**YouTube**](https://www.youtube.com/watch?v=ZgIPiszTVm4) **!** **Diversity, Equity, Inclusion and Belonging @ Wellhub** We seek to create a collaborative, welcoming and inclusive environment where everyone feels they belong. Wellhub is an employer committed to promoting equitable opportunities. All qualified people who apply will be considered equally, without discrimination based on race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, nationality, veteran status or any other basis covered by applicable law. Our commitment to inclusion also extends to how we recognize and compensate our people. We are proud to be a Syndio Fair Pay Certified company, a certification that reflects our ongoing dedication to fair and equitable pay practices across our global team. [Read more here.](https://www.linkedin.com/posts/wellhub_fairpay-syndio-activity-7407826561531363328-wbN_?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAzHQWABKsRqcpvxy4QpDCJNe_szRdC4hgY) Questions about how we handle your personal data? [Review our Job Applicant Privacy Notice.](https://wellhub.com/en-us/careers/job-applicant-privacy-notice/#:~:text=Aviso%20de%20Privacidade%20para%20Candidatos) **#LI-REMOTE**