CX Performance Specialist

Há 2 dias

São Paulo, São Paulo, Brasil Gympass Tempo inteiro
About the Role

We are seeking a highly skilled CX Performance Specialist to join our CX Global team in São Paulo. As a key member of our team, you will be responsible for monitoring the overall performance of customer experience operations across all business units and countries.

Key Responsibilities
  • Prepare and present weekly performance meetings to executives, providing clear and objective insights into customer experience metrics.
  • Monitor OKRs and KPIs, identifying areas for improvement and developing action plans to address them.
  • Work closely with the FP&A team to ensure accurate forecasting and budgeting.
  • Conduct data-driven studies to inform executive decision-making and drive business growth.
  • Collaborate with cross-functional teams to implement process improvements and optimize customer experience.
  • Develop and maintain a deep understanding of customer experience metrics and industry best practices.
Requirements
  • Proven experience in contact center operations, with a strong understanding of key metrics and performance indicators.
  • Advanced English skills, with excellent written and verbal communication skills.
  • Experience with business intelligence tools, such as Excel and Google Sheets, and ability to build complex reports and dashboards.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and drive business insights.
  • Bachelor's degree in a relevant field, such as business, mathematics, or statistics.
What We Offer

We offer a comprehensive benefits package, including health, dental, and life insurance, as well as a flexible work program that allows you to customize your benefits to suit your needs.

Our flexible work program includes:

  • Flexible hybrid work model, allowing you to work from home or in the office.
  • Home office stipend and monthly flexible work allowance to support remote work.
  • Flexible schedule, allowing you to adjust your working hours to suit your needs.

We also offer a range of wellness programs, including access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources.

Our company values diversity, equity, and belonging, and we are committed to creating a collaborative and inclusive work environment.

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