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Customer Experience Performance Specialist
2 meses atrás
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 driving the performance of our customer experience operations across all business units and countries.
Your Impact- Develop and present weekly performance reports to executives, highlighting key metrics and trends.
- Monitor and analyze OKRs and KPIs to identify areas for improvement.
- Collaborate with leaders to set action plans and follow up on progress.
- Identify and escalate points of attention to executives.
- Manage expenses and ensure timely payment of vendor bills.
- Work closely with the FP&A team to support departmental operations.
- Conduct studies and provide insights to inform executive decision-making.
- Collaborate cross-functionally with all teams and leaders within the global customer experience department.
- Live our mission by inspiring and empowering others to prioritize their wellbeing and create a supportive work environment.
- Proven experience with contact center operations metrics and problem-solving techniques.
- Ability to present performance results to executives in a clear and objective manner.
- Experience connecting operational aspects with financial aspects and controlling expenses.
- Advanced knowledge of business intelligence tools and ability to work with technical team members.
- Bachelor's degree and advanced English skills.
- Advanced skills in Excel, Google Sheets, PowerPoint, and Google Slides.
- Previous experience with Zendesk and WFM is desirable.
- Certifications and experience in project management methodologies are a plus.
- COPC knowledge is a plus.
We're a wellness company that prioritizes the health and wellbeing of our employees. Our flexible program allows you to customize your benefits to suit your needs.
Our benefits include:
- Wellness: Health, dental, and life insurance.
- Flexible Work: We offer two work model options: flexible hybrid and full remote. Our office is a place for collaboration, community, and team building.
- Flexible Schedule: Wellhubbers and their leaders can make the best decisions for their scope, including adjusting working hours based on personal schedule, time zone, and business needs.
- Wellhub: We believe in our mission and encourage our employees and their families to prioritize their wellbeing. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources.
- PAID TIME OFF: We know how important it is for our employees to take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
- PAID PARENTAL LEAVE: We offer % paid parental leave to all new parents and extended maternity leave.
- CAREER GROWTH: Outstanding opportunities for personal and career growth.
- CULTURE: An exciting and supportive atmosphere with ambitious people from around the world.
