Xplead - M2 - OCC Planning
Core
Lead the Operations Control Center (OCC) Planning team to monitor real-time service levels, manage crises, and execute operational processes for a 140M+ customer base.
Role type
Senior IC team leader (Operations Control Center) (via careerplan.io/jobs/f2b32638-f59d-4826-91af-ba7a23b24530-xplead-m2-occ-planning-at-nubank)
Builds
Real-time operational monitoring dashboards, crisis response playbooks, and agent support processes
Domain
Financial services / Customer Experience Operations
Deliverable
dashboards & analysis
Required skills
Advanced English, leadership, crisis management, operational KPIs (SLA, productivity, backlog), process execution, data analysis, stakeholder negotiation
Preferred skills
SQL, workforce management (WFM), business continuity frameworks
Technologies
Grafana, Twilio Flex
Responsibilities
Lead real-time monitoring of queues and SLAs across channels; act as first responder for operational incidents and crises; execute daily agent support processes (scheduling, leave, payroll); coach and develop the OCC team; partner with BPOs and CX teams to improve operational resilience.
Seniority
Senior, hands-on IC leader
