Analyze opportunities, assign and monitor deliverables with the Processes team, ensuring deadlines are met with quality;
Assess internal opportunities by creating projects aimed at improving the area's performance indicators;
Evaluate data available in BI to develop opportunities together with customer service supervision;
Prepare presentations for the team focused on KPIs and continuous operational improvement;
Prepare communications for the team as needed, as well as business updates and refreshes for partner law firms;
Ensure operationalization of controls established by management;
Support operational activities alongside business areas whenever involved or cited as support;
Assist assistants on complex cases to ensure task completion and knowledge transfer;
Perform restricted-access operational activities of higher criticality and impact for the Company;
Ensure maintenance of OBF for critical cases;
Provide exclusive support for specific Company initiatives, for example courses with higher-value tickets;
Provide exclusive support for Company projects that have legal impact;
Conduct confidential analyses as directed by the Legal team;
Gather background information on critical cases focused on building the case narrative so that Legal has sufficient information to prepare a defense and/or respond to the Public Prosecutor's Office, Ministry of Education, official letters from government agencies, PROCON, Regional Councils, and administrative proceedings;
Execute Orders to Perform and Public Civil Actions (ACPs) involving the responsible business area;
Attend meetings with internal and external areas (partner centers, external law firms, suppliers) and the Company;
Liaise with internal and external teams.
Requirements
Customer service experience;
Intermediate knowledge of Microsoft Office and the Internet;
Strong verbal and written communication skills;
Responsibility and proactivity;
Analytical ability and critical thinking;
Good interpersonal skills;
Ability to stay focused;
Creativity;
Teamwork;
Flexibility and resilience;
Logical reasoning;
Agility, sense of urgency and ability to prioritize;
Be dynamic, organized, and able to handle changes on short notice;
Power BI;
Write Belt certification;
Experience with flowchart design tools.
Benefits
Profit sharing: celebrating results is part of Cogna's way.
Meal or grocery allowance: provided on a flexible benefits card.
Health insurance: a comprehensive plan with dependent coverage and co-participation.
Dental coverage: available to keep your smile.
Undergraduate and postgraduate scholarship programs: at our educational institutions for you and your dependents (spouse and children).
Birthday day off: you may choose a day to relax and celebrate.
SESC partnership: access to numerous opportunities to improve quality of life.
Univers pharmacy partnership: discounts on a variety of medications.
Corporate university: various learning tracks and free courses in our corporate university to keep growing with us.
Discounts on books: to acquire the best titles from our publishers.
Wellhub (Gympass): to help you stay active in your daily life.
Ninho Program: dedicated to families expecting a new baby.
Valoriza - Internal Recruitment Program: to boost your career through internal opportunities.
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