Operations Specialist – Processes and Projects

Caixa Vida e Previdência

. Analyze, develop, and optimize organizational processes to increase the efficiency and effectiveness of customer service operations with suppliers and internal teams.

Posted 11/10/2026full-timeBarueri • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in process management and optimization within customer service operations, focusing on compliance, continuous improvement, and effective communication. Proficient in analyzing customer satisfaction metrics and implementing customer loyalty strategies to enhance service delivery.

Highest-signal resume keywords

Process ManagementCustomer Relationship ManagementCustomer Satisfaction Metrics AnalysisEffective CommunicationChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process OptimizationRegulatory ComplianceAudit ManagementProject ManagementContinuous ImprovementCustomer Service Strategy

Soft Skills

PlanningOrganizationNegotiationAnalytical ThinkingTime Management

Tools & Technologies

Customer Service ToolsAutomation Technologies

Industry Keywords

Customer Service OperationsCustomer Loyalty StrategiesSatisfaction MetricsNPSFCRCSAT

About the role

Key responsibilities & impact

Analyze, develop, and optimize organizational processes to increase the efficiency and effectiveness of customer service operations with suppliers and internal teams.
Monitor and coordinate with Compliance the publication and implementation of regulatory updates affecting the Customer Service Center.
Review and update manuals, ensuring that Customer Service Centers comply with current standards and procedures.
Ensure the submission of audit materials and completion of action plans in accordance with established quality standards and deadlines.
Manage operational incidents by coordinating the identification, analysis, and mitigation of associated risks.
Lead the initiation of technical specifications, critical requests, and projects.
Negotiate and monitor deadlines and progress with relevant teams for projects and systemic or regulatory adjustments within the department.
Monitor and track the progress of departmental targets and results, maintaining all necessary evidence to ensure each target is achieved.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Economics, Law, Engineering, or a related field.
Currently pursuing a graduate degree in Business Administration, Business Management, and/or Strategic Business Management.
Planning, organization, control, and monitoring skills.
Experience in customer service and customer relationship management.
Process management, with a focus on continuous improvement and automation.
Customer loyalty strategies and analysis of satisfaction metrics (NPS, FCR, CSAT).
Knowledge of customer service tools and technologies.
Effective communication and negotiation skills.
Analytical skills.
Change management and ability to handle challenging situations.
Availability and flexibility.
Time and priority management.

Benefits

Comp & perks

Profit-sharing plan
Flexible working hours, with the option to start between 8:00 a.m. and 10:00 a.m. and finish between 5:00 p.m. and 7:00 p.m.
Meal and food allowance
Wellhub Gold+ at no cost
Transportation allowance
Health insurance with no copay and no monthly premium for employees and dependents
Dental insurance
Pharmacy allowance with discounts at thousands of pharmacies through the Vidalink app
Childcare and babysitting allowance
Life insurance
Domestic and international travel insurance at no cost
Pension plan with an employer contribution of 2% to 12%, subject to the applicable limit and the employee’s contribution
Maternity kit
Up to 180 days of maternity leave
Paternity leave
Day off