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Performance Optimization Specialist
2 meses atrás
We are seeking a highly skilled Performance Optimization Specialist to join our CX Global team in São Paulo. As a key member of our team, you will be responsible for driving business growth and improving customer experience through data-driven insights and strategic decision-making.
Key Responsibilities- Develop and present weekly performance reports to executives, highlighting key metrics and trends.
- Monitor and analyze the overall performance of customer experience operations across all business units and countries.
- Track and manage OKRs and KPIs, identifying areas for improvement and developing action plans to address them.
- Collaborate with the FP&A team to ensure accurate forecasting and budgeting.
- Conduct in-depth analysis and provide recommendations to executives on operational performance and cost optimization.
- Work closely with cross-functional teams to drive business growth and improve customer satisfaction.
- Proven experience in contact center operations, with a strong understanding of key metrics and performance indicators.
- Advanced knowledge of business intelligence tools and data analysis techniques.
- Excellent communication and presentation skills, with the ability to effectively communicate complex data insights to executives.
- Strong problem-solving skills, with the ability to identify and address operational inefficiencies.
- Advanced English skills, with the ability to communicate effectively in a global environment.
- A dynamic and supportive work environment, with opportunities for growth and development.
- A comprehensive benefits package, including health, dental, and life insurance.
- A flexible work program, with options for remote work and flexible scheduling.
- A competitive salary and bonus structure, with opportunities for performance-based rewards.
- A comprehensive training program, with opportunities for professional development and certification.