Analista de Performance Operacional

Accountabilities:

• • Monitor daily operational and commercial performance indicators, including productivity, conversion, adherence, and other relevant KPIs.
  • Analyze performance data to identify deviations, risks, trends, and opportunities for operational improvement.
  • Work closely with operational leaders to ensure the execution and follow-up of initiatives defined by the Monetization area.
  • Consolidate operational information and communicate relevant insights and results to the corporate team in São Paulo.
  • Conduct operational follow-ups to verify adherence to established processes, procedures, and performance standards.
  • Support the development, implementation, and monitoring of action plans aimed at improving operational performance.
  • Assist with training sessions, refresher activities, engagement initiatives, campaigns, and other performance-related projects.
  • Act as a point of connection between the corporate team and the BPO operation, facilitating communication and follow-through.
  • Prepare presentations, reports, and performance updates to support decision-making and ongoing business reviews.

  Requirements:

  • Intermediate proficiency in Microsoft Excel, with the ability to organize, analyze, and present operational data.
  • Strong analytical and problem-solving skills, with attention to performance indicators and operational details.
  • Good communication skills and the ability to work effectively with operational leaders and corporate stakeholders.
  • Organization, discipline, and ability to manage multiple priorities in a performance-driven environment.
  • Proactive mindset and ability to identify deviations, escalate risks, and contribute to practical solutions.
  • Ability to work collaboratively with teams in an operational/BPO setting.
  • Previous experience in a contact center environment is a plus.
  • Experience with sales, customer retention, or recovery operations is considered an advantage.

  Benefits:

  • Remote position based in Brazil, with the role performed within a BPO partner operation.
  • Opportunity to work closely with corporate and operational teams and gain exposure to performance management.
  • Professional experience in operational analytics, KPI management, and business improvement initiatives.
  • Participation in campaigns, projects, training, and initiatives focused on improving operational results.