Analista de Experiência do Cliente - Ecommerce

Lenovo; Jaguariúna; Híbrido; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Lenovo is seeking a Customer Service Operations Specialist to manage and improve call center ecommerce operations, ensuring vendor performance and KPI achievement. The role emphasizes operational efficiency, quality assurance, and continuous process improvements to enhance customer experience.

Based in Jaguariúna, it is hybrid with weekly travel to São Paulo (Vila Olímpia). The ideal candidate excels in analytics, vendor coordination, and cross-functional collaboration to optimize marketplace

Qualificações

• Experience in call center operations and vendor management.
• Experience developing dashboards in Power BI.
• Strong analytical skills to monitor, interpret, and act on KPIs.
• Excellent communication and ability to collaborate with cross-functional teams.
• Bachelor's degree in Business Administration or related field.

Responsabilidades

• Monitor and improve call center/e-commerce operations performance.
• Provide reporting through Power BI for management analysis.
• Align processes, monitor contacts, and calibrate expectations with vendors.
• Identify actions to meet quality, service, and customer experience standards.
• Manage and control vendor payments.
• Analyze forecast data across lines of business.
• Identify repetitive tasks and automate where possible.

Conhecimentos

Strong analytical skills

Good communication

Cross-functional collaboration

Vendor management

Formação académica

Bachelor's degree in Business Administration or related field

Ferramentas

Power BI

AI-powered tools (Copilot, chatbots)

Descrição da oferta de emprego

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

About the Role

The Customer Service Operations Specialist is responsible for managing and improving call center e-commerce operations, ensuring vendor performance excellence, and driving KPI achievement across Motorola call center operations. This role focuses on operational efficiency, quality assurance, financial control, and continuous process improvement to enhance customer experience and business outcomes.

This position is hybrid based in Jaguariúna but need to have availability to go to São Paulo (Vila Olimpia) once a week.

What You’ll Do

• Monitor and control Call Center and the different Market Places operational performance and work on process improvement initiatives
• Provide reporting through power BI for management analysis
• Align process and procedures, monitor the contacts and calibrate the expectations with vendor
• Identify actions aligned with management for marketplace and customer service operations meet quality, service, and customer experience standards.
• Manage and control vendor payments
• Analyze forecast data across different lines of business
• Identify repetitive tasks, operational inefficiencies, and high-volume manual activities across e-commerce operations that can be improved through automation

Mandatory

• Experience working with Power BI developing dashboards
• Strong analytical skills with the ability to monitor, interpret, and act on KPIs
• At least 1+ year of experience in call center operations and vendor management
• Good communication and ability to collaborate with cross-functional teams and stakeholders

Nice to have

• Experience using AI-powered tools (e.g., Copilot, chatbots, automation platforms) in operational or support environments
• Experience with forecasting, capacity planning, and operational planning
• Exposure to outsourced vendor environments

Personal Qualifications

• Bachelor's degree or higher in Business Administration or related field of study
• English (advanced), both written and spoken
• Strong sense of responsibility, process oriented

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.

If you require an accommodation to complete this application, please [e-mail]