Operations Analyst II developing and delivering analytical findings for insurance company SelectQuote. Collaborating with stakeholders for performance reporting and strategic initiatives analysis.
About the role
- Junior Planning Analyst at DM responsible for optimizing customer service performance metrics and collaborating on operational strategies.
Responsibilities
- Monitor KPIs for an internal inbound Contact Center operation
- Create and maintain reports and analyses to support operational management in implementing strategies that drive the team to peak performance
- Create and analyze operational forecasts
- Define and monitor operational capacity planning
- Ensure the functionality of customer service systems through testing and monitoring, including the IVR (Interactive Voice Response) and chat
- Automate processes and routines within the area
- Act as a liaison between support teams and vendors to resolve technical issues
Requirements
- IT skills: Advanced Excel; knowledge of programming languages
- Experience in planning within a call center
- Knowledge of SQL is desirable
- Knowledge of Power BI is desirable
- Knowledge of operational capacity-sizing systems and building shift/scheduling models
- Bachelor's degree completed or in progress
Benefits
- Flexible Benefits Card (CAJU) — usable for food, meals, mobility and other allowances
- Health plan
- Dental plan (Bradesco)
- Life insurance
- Educational incentive programs
- English course — English Pass (partnership available for all DM employees)
- Wellhub for exercise and wellness
- DM VISA card with a pre-approved credit limit
- Flexible working hours
- ShortDay — early logoff so you can take care of yourself
- Day off on your birthday — a gift from DM
- PPR (Profit-Sharing/Results Participation Program)
- For parents: childcare assistance for children up to 6 years old
- For parents: extended maternity and paternity leave — 6 months for mothers and 20 days for fathers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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