Intern supporting bidding optimization and market design change implementation at PG&E. Collaborating on energy market modeling and providing technical input on commercial strategy in a hybrid role.
About the role
- Senior Customer Experience Analyst improving client service and ensuring SLA compliance at GOL Linhas Aéreas. Implementing efficient processes for better collaboration with clients and suppliers.
Responsibilities
- Ensure execution and continuous improvement of procedures and processes related to customer service;
- Monitor the performance of third-party vendors/BPOs, ensuring compliance with established SLAs;
- Propose and implement intelligent, efficient, and consistent processes that strengthen the connection between employees, customers, and suppliers;
Requirements
- Bachelor's degree completed: Degree in Engineering, Business Administration, Quality, Marketing, or related fields;
- Advanced Excel and PowerPoint skills, with the ability to develop effective presentations;
- Knowledge of customer experience and contact center operations (voice, chat, and WhatsApp);
- Experience with risk matrices for BPOs (business process outsourcing);
- Experience with sales targets and ancillary revenue;
- Experience with BI tools and Excel;
- Strong analytical mindset for data (not only consolidating but interpreting);
- Willingness to travel and flexibility in working hours;
- Certifications in continuous improvement methodologies such as Lean Six Sigma or Kaizen (preferred);
- Postgraduate degree (preferred).
Benefits
- Health insurance;
- Dental insurance;
- Group life insurance;
- Meal allowance;
- Food allowance;
- Transportation allowance;
- Profit-sharing bonus (PLR);
- Gympass or Totalpass (corporate fitness benefit);
- Employee discount club with hundreds of partner companies;
- Birthday day off.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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