🛠 Tech Stack

💼 About This Role

You'll lead a team of analysts to structure CX KPIs and dashboards, driving data-driven decisions. Your core impact is translating complex data into strategic narratives for executive forums. This role stands out for combining WFM planning, financial budgeting, and AI-driven innovation in customer service.

🎯 What You'll Do

• Lead and develop the Performance and Planning analysts team.
• Structure and maintain CX KPI dashboards reflecting operational health.
• Analyze customer behavior trends to identify friction and improvement opportunities.
• Present results in executive forums, translating data into strategic narratives.
• Forecast volume and capacity planning to balance service level and financial efficiency.

📋 Requirements

• Experience leading analytical or planning teams in CX structures.
• Advanced analytical skills with BI tools; SQL is a strong differentiator.
• Domínio de métricas de CX como CSAT, NPS, FCR, SLA, TMR.
• Deep knowledge of WFM methodologies: demand forecasting, Erlang C, scaling management.

✨ Nice to Have

• Advanced modeling skills for statistical, financial, or business case scenarios.
• Experience with chatbot projects or service process improvement.
• Knowledge of Hubspot, Databricks, Github.

🎁 Benefits & Perks

• 💰 Cartão Flash with flexible benefits (meal, transportation, health, education, etc.)
• 🏥 Plano de saúde e seguro de vida.
• 👶 Licença-maternidade e paternidade estendidas + auxílio creche.
• 🎂 Day off no aniversário.
• 🏠 Modelo híbrido + auxílio home office.