Cx Performance Specialist

**GET TO KNOW US** Wellhub (formerly Gympass*) is a 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. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. - **Big news: Gympass is now Wellhub** We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. **THE OPPORTUNITY** We are hiring a **CX Performance Specialist **to our **CX Global team** in** São Paulo** **YOUR IMPACT**: - Prepare and present weekly performance meeting 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 daily basis; - Report points of attention and asks for help to be escalated to executives; - Control expenses and ensure that all the bills from the vendors of the department are paid on time; - Work closely with the FP&A team that support our department; - Do studies and get conclusions that will support the executives to take the decisions at the matters of the 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. **WHO YOU ARE**: - Solid previous experience with the 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 the operational aspects of contact centers with the 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 involve 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 YOU**: We're 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 add