Senior Customer Experience Analyst – BPO
São Paulo, São Paulo, Brazil
Full Time
2 weeks ago
No Sponsorship
Key skills
BISales
About this role
Role Overview
- Ensure the execution and continuous improvement of procedures and processes related to customer service.
- Monitor the performance of third-party providers, 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: Degree in Engineering, Business Administration, Quality, Marketing or related fields;
- Advanced Excel and PowerPoint skills, with the ability to build presentations;
- Knowledge of customer experience and contact center operations (voice, chat and WhatsApp);
- Experience with BPO risk matrices;
- Experience with sales targets and ancillary revenue;
- Experience with BI tools / Excel;
- Critical data mindset (not only consolidating data, but interpreting it);
- Availability to travel and flexibility in working hours;
- Certifications in continuous improvement methodologies such as Lean Six Sigma or Kaizen (a plus);
- Postgraduate degree (a plus).
Benefits
- Health insurance;
- Dental plan;
- Group life insurance;
- Meal allowance (VR);
- Food allowance (VA);
- Transportation voucher;
- Profit-sharing (PLR);
- Gympass or Totalpass;
- Partnership club with hundreds of affiliated companies;
- Birthday day off.