Ensure compliance with the indicators and ANS of the Front Help Desk line, compliance with the Incident Management process - Incident Manager. Monitor the service desk to record all cases in the Service Manager management tool. Monitor agent traffic behavior and take corrective action. Prepare and keep updated work reports and analyze individual agent productivity.

Make operational adjustments based on management indexes to maintain an optimal level of service in the operation

Manage and ensure compliance with quality and productivity indicators in accordance with operational management. Monitor agent traffic behavior and take corrective action. Prepare and keep updated work reports and analyze individual agent productivity. Execute preventive and corrective actions in order to control the quality standards of the Contact Center.

Sensitization with my work team to achieve the proposed goals with humanism and a sense of belonging