Sr. Analyst supporting strategic initiatives at GM, shaping enterprise - wide strategies for transformation. Collaborating internally and externally to drive business insights and recommendations.
About the role
- ANALISTA SÊNIOR PERFORMANCE in a tech-driven customer service company, driving strategic initiatives for performance and efficiency improvement.
Responsibilities
- Define strategies, seeking best practices and solutions to optimize the performance of your area and teams;
- Provide recommendations and support decision-making aligned with business strategy and value generation for the company;
- Analyze and monitor deep dives into KPIs and their financial impacts;
- Ensure and periodically guarantee results through KPI analyses;
- Produce analytical KPIs and KPI evolution dashboards for Resolution and Operational Efficiency;
- Design and monitor a tracking model for critical KPIs;
- Provide input for PDCA and COPC cycles for critical KPIs;
- Execute and present sprint reviews to managers;
- Propose database cross-references to generate analytical insights in critical cases;
- Source internal data across the company for cross-analyses and business insights (propose new analyses);
- Support the implementation of new projects, meeting the organization’s strategy and needs;
- Analyze and address operational questions about procedures, seeking answers;
- Assess with your manager the technical feasibility of implementing new requested features and services, verifying implementation possibilities;
- Ensure your team has full knowledge of the tools and work systems;
- Ensure SLA compliance for quality actions by applying appropriate consequence measures;
- Perform other activities related to the role.
Requirements
- Bachelor’s degree completed;
- Experience with SLAs preferred;
- Advanced knowledge of Microsoft Office preferred;
- Advanced knowledge of Power BI (Microsoft) preferred;
- Advanced knowledge of outsourced call center service processes preferred;
- Intermediate knowledge in establishing strategies and guidelines preferred;
- Intermediate knowledge in delegating and managing conflicts preferred;
- Advanced knowledge in People Management preferred;
- Advanced knowledge in KPI analysis and interpretation and their financial impacts preferred;
- Intermediate knowledge of PDCA and COPC management models preferred;
- Basic familiarity with standards and certifications preferred;
- Conflict management;
- Results-oriented;
- Leadership;
- Planning;
- Strategic vision.
Benefits
- Childcare allowance per child up to 5 years old;
- Allowance for children with special needs — no age limit;
- Health and dental plan;
- Life insurance;
- Transportation voucher;
- Meal and/or food allowance;
- Profit-Sharing Program (PPR);
- Wellhub (wellness platform);
- Partnerships with various companies (educational institutions, language schools, among others).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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