Universo is a financial institution leader in the issuance of credit cards in Portugal (“Cartão Universo”) with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by innovating in the area of consumer payments, credit and insurance.

Our clients are the stars that set our course and make our work shine.

Want to be part of our Universe?

We are looking for a Contact Center Operations Assistant, specialized in monitoring and controlling performance indicators to join the internal team of inbound contact center. This professional will play a key role in tracking the operation's performance, ensuring quality, efficiency, and compliance with the established service level agreements (SLAs), both for inbound service and sales. Additionally, they will provide administrative and operational support to the management team

You will be responsible for:

• Monitor and analyze key performance indicators (KPIs), such as average handling time, abandonment rate, SLA, and CSAT, among others.
• Provide support to the contact center partner management team on procedural matters.
• Participate in operational meetings and document decisions and action plans.
• Track and analyze sales and cross-sell indicators promoted by the contact center to customers.
• Ensure that processes and outcomes are aligned with the company's strategic objectives.
• Conduct periodic audits of data to ensure the quality and accuracy of analyses.
• Collaborate with other teams to implement continuous improvement actions in processes and services.

If you have:

• Previous experience in administrative or operational roles, preferably in a contact center environment or vendor management.
• Analytical skills for data handling and report preparation.
• Strong organizational skills, attention to detail, and ability to meet deadlines.
• Proven experience in KPI monitoring within a contact center environment.
• Proficiency in analytical tools such as Excel, Power BI, or similar.
• Ability to interpret data and translate complex information into practical insights.
• Strong communication skills and stakeholder management capabilities.
• Excellent written and spoken English (C2) 

Nice to have:

• Experience in managing contact center vendors.
• Knowledge of CRM tools (including Salesforce and Talkdesk) and performance monitoring.
• Educational background in Administration, Management, Communication, or related fields.

If you are:

• Proactive and curious
• Team-oriented and a clear communicator
• Organized and goal-oriented
• Reliable and ambitious

What we offer:

• 20 - 25K gross annual salary plus additional relevant benefits
• Flextime and a hybrid working model, allowing you to work smarter instead of longer
• Professional growth –you will have a personalized training plan
• A diverse and inclusive working community, where working together is not only a large part of our day-to-day, but one of the most important essentials of our Universe

We aim for greatness and boldness. We want to achieve the extraordinary, bringing your full self to what you do.

If you believe you can be a part of our Universe, please submit your CV.