Customer Support Center Analyst – Junior

Jobtailor; São Paulo; Presencial; BRL 78 120 - 122 760; Tempo integral

Resumo da oferta

Jobtailor in São Paulo seeks a skilled Contact Center Operations Analyst to optimize the customer journey and service workflows. You will analyze performance indicators, prepare leadership-ready reports, and drive improvements with Salesforce CRM and Power BI to enhance overall customer experience.

The role requires a degree in a related field, experience with contact centers, and strong skills in Office, Salesforce, SAP, and Excel. English at an intermediate level is expected.

Qualificações

• Bachelor's degree in a related field is required.
• Experience with Contact Center operations and the customer journey.
• Advanced knowledge of Microsoft Office.
• Experience with Salesforce CRM and SAP.
• Experience negotiating with internal and external customers.
• Creative mindset and openness to new ideas.
• Knowledge of Power BI and English at an intermediate level.

Responsabilidades

• Prepare presentations of the Contact Center performance indicators.
• Identify root causes of recurring issues in customer service and propose corrective action plans.
• Propose and implement improvements to service workflows (voice and digital) to optimize the customer experience.
• Update process flows and training materials that will serve as the basis for the support team's work.
• Provide support to the Contact Center team and internal departments in resolving operational questions and incidents.
• Participate in performance review meetings with company departments and the external service provider.

Conhecimentos

Contact Center Operations

Customer Journey Analysis

Negotiation Skills

Creative Mindset

English (Intermediate)

Formação académica

Bachelor's degree in Business Administration

Bachelor's degree in Psychology

Bachelor's degree in Logistics

Ferramentas

Salesforce CRM

SAP

Microsoft Office

Power BI

Descrição da oferta de emprego

• Prepare presentations of the Contact Center performance indicators;
• Identify root causes of recurring issues in customer service and propose corrective action plans;
• Propose and implement improvements to service workflows (voice and digital) to optimize the customer experience;
• Update process flows and training materials that will serve as the basis for the support team's work;
• Provide support to the Contact Center team and internal departments in resolving operational questions and incidents;
• Participate in performance review meetings with company departments and the external service provider.

Requirements

• Bachelor's degree in Business Administration, Psychology, Logistics or related fields (completed);
• Experience with Contact Center operations and the customer journey;
• Advanced knowledge of Microsoft Office;
• Specific experience with Salesforce CRM and SAP;
• Experience negotiating with internal and external customers;
• Creative mindset and openness to new ideas;
• Knowledge of Power BI;
• English – Intermediate level.

Core Competencies

Demonstrates expertise in Contact Center operations and customer journey optimization, with a strong ability to analyze performance indicators and implement workflow improvements. Proficient in utilizing Salesforce CRM and Power BI to enhance service delivery and support team effectiveness.

Highest-signal resume keywords

• Contact Center Operations
• Salesforce CRM
• Process Improvement
• Microsoft Office
• Power BI

ATS Optimization Keywords

Hard Skills

• Customer Journey Analysis
• Performance Indicator Preparation
• Root Cause Analysis
• Workflow Optimization
• Training Material Development

Soft Skills

• Creative Mindset
• Negotiation Skills
• Openness to New Ideas

Industry Keywords

• Contact Center
• Customer Service
• Operational Support
• Performance Review

Tools & Technologies

• Salesforce CRM
• SAP
• Microsoft Office
• Power BI