CX Performance Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil Gympass Tempo inteiro

About Us

We are a leading corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Our mission is to make every company a wellness company.

The Opportunity

We are hiring a CX Performance Specialist to join our CX Global team in São Paulo. As a CX Performance Specialist, you will play a critical role in ensuring the success of our customer experience operations.

Your Impact

  • Prepare and present weekly performance meetings to executives;
  • Monitor the overall performance of customer experience operations among all business units and countries;
  • Monitor OKRs and KPIs;
  • Set action plans to fix issues and follow them up with leaders on a daily basis;
  • Report points of attention and ask for help to be escalated to executives;
  • Control expenses and ensure that all bills from vendors are paid on time;
  • Work closely with the FP&A team that supports our department;
  • Do studies and get conclusions that will support executives to take decisions on operations performance;
  • Work cross-functionally with all teams and leaders of the global customer experience department and sometimes with other departments of the company;
  • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.

Requirements

  • Solid previous experience with key metrics of contact centers operations, from the bottom to the top;
  • Experience with problem-solving techniques;
  • Ability to build and present good and bad results of performance to executives in clearly and objective ways;
  • Experience connecting operational aspects of contact centers with financial aspects and also controlling and forecasting expenses;
  • Advanced knowledge of business intelligence tools to work in partnership with the technical team members of the Business Intelligence team for doing robust business analysis that involves exploring data, discussing alternatives, and proposals;
  • Bachelor's degree;
  • Advanced English skills (mandatory);
  • Advanced skills with Excel and/or Google Sheets (PivotTable, Charts, Statistical functions) is required;
  • Advanced skills with PowerPoint and/or Google slides;
  • Advanced knowledge on Business Intelligence tools;
  • Previous experience with Zendesk and WFM are desirable;
  • Certifications and experience on methodologies of project management are a plus;
  • COPC knowledge is a plus.

What We Offer

We are a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs.

Our benefits include:

Wellness: Health, dental, and life insurance.

Flexible Work: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

Flexible Schedule: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

Wellhub: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

Paid Time Off: We know how important it is that our employees 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: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer paid parental leave to all new parents and extended maternity leave.

Career Growth: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

Culture: An exciting and supportive atmosphere with ambitious people from around the world. You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day.

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