Employee Care Analyst| Lisbon | Hybrid

Your Mission
✅ Monitor Contact Center performance across phone, Click2Call, and live chat channels
✅ Analyze KPIs and identify improvement opportunities
✅ Support the optimization of Virtual Agent and AI-powered solutions
✅ Drive continuous improvement initiatives through data analysis and operational insights

What We're Looking For
✔ Experience in Contact Center operations or management
✔ Strong analytical skills with proficiency in Excel and PowerPoint
✔ Excellent communication and stakeholder management skills
✔ Fluent English (mandatory)
✔ Proactive, collaborative, and results-oriented mindset

Nice to Have
➕ Experience with Talkdesk and/or ServiceNow
➕ Knowledge of Power BI
➕ Experience with AI solutions applied to Contact Centers
➕ Spanish language skills

Join an innovative environment where you'll have the opportunity to contribute to customer experience transformation projects within a major player in the energy industry.