Junior Control Desk Analyst (CX)

About the company

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 worldwide to 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 well-being company.

We believe that 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 boundaries to create real impact. Your contributions will help build a healthier world, for you and millions of people globally.

CULTURE: You will join a team of dedicated people, who come together to break boundaries, 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.

Your tasks

Our Global CX team is the heart of the experience for our members, partners, and corporate clients around the world. We are looking for a junior CX WFM Intraday Analyst (Control Desk) to act directly in the real-time monitoring, balancing, and management of our service operations. In this role, you won't just be someone tracking breaks or dashboards: you will act on the front line with real autonomy for critical decision-making, serving as a consultative partner to operations supervisors and ensuring that our service levels (SLA) are met with efficiency and quality.

YOUR IMPACT

• Monitor and manage the service operation in real time, maintaining the balance between volume/contact inflow and the installed capacity of agents across multiple channels.
• Identify SLA deviations, 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 focal point between WFM/Planning and operations leadership (Supervisors and Coordinators), aligning movements with technical clarity and without noise.
• Investigate the root causes of operational indicator deviations, categorizing occurrences and quantifying daily impacts.
• Record operational occurrences, systemic incidents, and generate objective intraday reports for continuous operation monitoring.
• Participate in continuous improvement initiatives and projects in the real-time pipeline, including the practical use of generative artificial intelligence for alert automation and operational data visibility.

Requirements

WHO YOU ARE

• Proven practical experience in operational monitoring, real-time control, or Control Desk/Intraday routines in call centers, contact centers, or multichannel CX operations.
• Practical mastery of the main customer service indicators and concepts (SLA, TMA/AHT, Adherence, Occupancy, Backlog, First Response Time).
• Conceptual or practical knowledge in handling customer service/omnichannel tools or Workforce Management (such as Zendesk, Genesys, Tymeshift, or related platforms).
• Intermediate or advanced skill in using spreadsheets (Google Sheets and/or Microsoft Excel) for data crossing, pivot tables, and analytical formulas.
• English knowledge from an intermediate level onwards (ability to read, interpret technical reports, and communicate via chat/email with global teams; advanced proficiency will be considered a differentiator).
• Excellent verbal and written communication skills, with the confidence to dialogue, negotiate, and align decisions with operational leadership.
• Agile logical reasoning, problem-solving ability, and adaptability to dynamic scenarios and daily unforeseen events.
• Familiarity and interest in using Artificial Intelligence tools (e.g., Gemini, ChatGPT) to optimize analyses, report syntheses, and daily routines.

What we offer

WHAT WE OFFER YOU We create a work environment for you to thrive in all dimensions of your life. We do this through well-thought-out benefits, resources for emotional well-being, and a culture that empowers each person to truly connect with and own their role here, balancing it with their own well-being.

Our flexible benefits program helps you customize them according 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 complete 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 plan, dental plan, and life insurance.

FLEXIBLE WORK: With a work regime that prioritizes flexibility, we offer hybrid and remote positions, so you have the freedom to work the way that works best for you. 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 office at home!

PAID TIME OFF: Disconnecting and recharging your energy is very important. Therefore, we offer vacation after 6 months of work + 3 days off per year + 1 day off for every year at the company (up to 5 days) + 1 day off in your birthday month!

PAID PARENTAL LEAVE: Welcoming a new member to the family is one of life's most special moments. We want every employee to be truly present and enjoy this family time. Therefore, we offer 100% paid parental leave to all new parents. Those giving birth are also entitled to extended leave (Empresa Cidadã) and a ramp-back period, during which they can work part-time until they adjust to the new routine.

PROFESSIONAL DEVELOPMENT: Have access to global learning platforms, participate 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 personally and professionally.

Other

THE OPPORTUNITY We are hiring a Junior Control Desk Analyst (CX) to join our Global CX team in Brazil to work remotely!

This position is 100% remote (for any region in Brazil), in the regular shift closing time: Monday to Friday, from 12:30 PM to 9:00 PM, with a schedule of 1 monthly shift on Saturdays (from 08:00 AM to 03:00 PM, with compensation and workload reduction during the week).

Want to see what it's really like to work here? Follow us on Instagram @lifeatwellhub and watch our team's video on YouTube!

Diversity, Equity, Inclusion, and Belonging @ Wellhub

Wellhub is an employer committed to promoting equitable opportunities. All qualified applicants will be considered without regard to 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 appropriate law.

Our commitment to inclusion also extends to how we recognize and compensate our employees. We are proud to be a Syndio Fair Pay Certified company, a certification that reflects our ongoing dedication to fair and equitable compensation practices across our entire global team. Read more here.

Questions about how we handle your personal data? Consult our Job Applicant Privacy Notice.

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