Planning and Customer Service Management Analyst – Mid Level

Role Overview

• Manage the operational activities of customer service centers, monitoring routines, capacity, productivity, and service quality to ensure adherence to defined standards.
• Analyze data and track KPIs related to customer service and customer experience, identifying trends, deviations, and opportunities for improvement with a focus on operational efficiency and customer satisfaction.
• Lead continuous improvement initiatives for processes, reviewing workflows, proposing adjustments, and supporting the implementation of solutions that simplify operations and reduce friction for customers and teams.
• Maintain ongoing relationships with stakeholders across different hierarchical levels, acting as a liaison between operational areas, partner teams, and managers to ensure alignment and smooth communication.
• Monitor strategic initiatives, tracking deadlines, priorities, action plans, and deliverables to ensure execution as planned and value generation for the business.
• Coordinate schedules, forums, and alignments with partner areas, organizing follow-up rituals, status meetings, and checkpoints to ensure visibility and informed decision-making.

Requirements

• Analytical capability, with the ability to interpret data, identify patterns, and support decision-making.
• Customer-focused mindset, ensuring service quality and continuously seeking the best customer experience.
• Risk management awareness, attentive to operational, regulatory, and customer experience impacts.
• Constructive critical mindset, acting proactively to identify problems and propose improvements.
• Motivation to learn new things, open to change, new methods, and technologies.
• Proactivity, autonomy, and a strong sense of responsibility in task execution.
• Good interpersonal skills, with the ability to interact and collaborate across different areas and hierarchical levels.
• Resilience and flexibility to operate in dynamic environments with multiple demands.
• Teamwork orientation, valuing knowledge sharing and common goals.
• Experience with Agile project methodologies (e.g., Scrum, Kanban, or similar practices).
• Knowledge of Project Management, including organizing activities and tracking deadlines and deliverables.
• Previous experience in Customer Service, Customer Experience, or contact center operations.
• Advanced Excel skills for data analysis, information organization, and KPI tracking.
• PowerPoint skills for preparing executive presentations and follow-up materials.
• SharePoint experience for document organization, version control, and team collaboration.
• Completed higher education (Bachelor's degree).
• Courses or certifications in Agile Methodologies, Project Management, or Customer Experience are a plus.
• Certifications in Agile methodologies will be considered an advantage.
• Training related to customer service, operations management, or continuous improvement will be valued.

Benefits

• Meal allowance
• Transportation voucher
• Food allowance
• Childcare assistance
• Health insurance
• Dental insurance
• Life insurance
• Private pension plan
• Partnerships with Gympass and Totalpass
• Partnership with Univers (Drogasil and Droga Raia)
• Access to visits, reservations, and accommodation at the Itaú Unibanco Club (Guarapiranga, Itanhaém, and São Sebastião)
• Discounts and perks at partner stores and service providers across Brazil and Latin America
• "Fique OK" employee well-being program
• Corporate University
• Discounts on financial products and services