Senior Performance Analyst

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, seeks an Analytics Manager to steer KPI-driven performance programs across teams and processes. You will define strategies, monitor KPIs, and communicate results to leadership.

The role emphasizes data-driven decision support and operational excellence within a call-center-influenced environment, coordinating cross-functional efforts and new project implementations. The candidate should excel in KPI interpretation, people leadership, and PDCA/COPC frameworks, with

Qualificações

• Bachelor's degree required.
• Experience with SLAs preferred.
• Advanced knowledge of Microsoft Office preferred.
• Advanced knowledge of Microsoft Power BI preferred.
• Advanced knowledge of outsourced service processes in call center companies preferred.
• Intermediate knowledge in setting strategies and guidelines preferred.
• Intermediate knowledge in delegating and managing conflicts preferred.
• Advanced knowledge of People Management preferred.
• Advanced knowledge in KPI analysis and interpretation and their financial impacts preferred.
• Intermediate knowledge of PDCA and COPC management models preferred.
• Basic experience with standards and certifications preferred.

Responsabilidades

• Define strategies, seeking best practices and solutions to optimize performance of your area and teams.
• Provide recommendations and support decision-making aligned with business strategy and value generation for the company.
• Analyze and monitor deep-dive KPI analyses and their financial impacts.
• Ensure and periodically validate results through KPI analyses.
• Produce analytical KPIs and dashboards tracking Resolution and Operational Efficiency KPIs.
• Design and monitor a tracking model for critical KPIs.
• Provide inputs for PDCA and COPC cycles for critical KPIs.
• Execute and present Sprint outcomes to managers.
• Propose data cross-references to generate analytical insights in critical cases.
• Locate company information sources for cross-analysis and business insights.
• Support the implementation of new projects in line with the organization's strategy and needs.
• Analyze and evaluate operational queries regarding procedural doubts, seeking answers.
• Assess, with your manager, the feasibility of implementing new features and services.
• Ensure your team has full knowledge of work tools and systems.
• Ensure SLA compliance for quality actions, applying consequence balancing.
• Perform other duties related to the role.

Conhecimentos

KPI analysis

People management

Strategy development

Conflict management

SLA understanding

Decision-support

Formação académica

Bachelor's degree

Ferramentas

Microsoft Power BI

Microsoft Office

PDCA

COPC management models

Call center processes knowledge

Descrição da oferta de emprego

Responsibilities

• Define strategies, seeking best practices and solutions to optimize the performance of your area and teams;
• Provide recommendations and support decision-making aligned with business strategy and value generation for the company;
• Analyze and monitor deep-dive KPI analyses and their financial impacts;
• Ensure and periodically validate results through KPI analyses;
• Produce analytical KPIs and dashboards tracking Resolution and Operational Efficiency KPIs;
• Design and monitor a tracking model for critical KPIs;
• Provide inputs for PDCA and COPC cycles for critical KPIs;
• Execute and present Sprint outcomes to managers;
• Propose data cross-references to generate analytical insights in critical cases;
• Locate company information sources for cross-analysis and business insights (propose new analyses);
• Support the implementation of new projects in line with the organization's strategy and needs;
• Analyze and evaluate operational queries regarding procedural doubts, seeking answers;
• Assess, together with your manager, the technical feasibility of implementing requested new features and services, verifying implementation viability;
• Ensure your team has full knowledge of work tools and systems;
• Ensure SLA compliance for quality actions, applying consequence balancing;
• Perform other duties related to the role.

Requirements

• Bachelor's degree required;
• Experience with SLAs preferred;
• Advanced knowledge of Microsoft Office preferred;
• Advanced knowledge of Microsoft Power BI preferred;
• Advanced knowledge of outsourced service processes in call center companies preferred;
• Intermediate knowledge in setting strategies and guidelines preferred;
• Intermediate knowledge in delegating and managing conflicts preferred;
• Advanced knowledge of People Management preferred;
• Advanced knowledge in KPI analysis and interpretation and their financial impacts preferred;
• Intermediate knowledge of PDCA and COPC management models preferred;
• Basic experience with standards and certifications preferred.