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Data Analyst – Workforce Planning (Mid-Level)
Conexa Saúde. Monitor and analyze customer service KPIs, such as AHT, average speed of answer, FCR, and CSAT, identifying trends, variances, and opportunities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in analyzing customer service KPIs and utilizing data to drive operational improvements. Proficient in creating executive presentations and leveraging BI tools for data visualization and reporting.
Highest-signal resume keywords
Customer Experience (CX) ModelsKPI Monitoring and Predictive AnalysisSQL or Data StructuresZendesk ProficiencyBI Tools (Power BI, Looker, Tableau)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI MonitoringWorkforce SizingData VisualizationForecastingQuality Monitoring MethodologiesCSAT TrackingFCR TrackingOperational ReportingStrategic ReportingData Analysis
Soft Skills
Analytical MindsetStrong Organizational SkillsAttention to DetailStrong Communication SkillsCurious Mindset
Tools & Technologies
ZendeskPower BILookerTableauPowerPoint
Industry Keywords
Call Center MetricsCustomer ServiceOperational ExcellenceData EngineeringCustomer Experience
Tech Stack
Tools & technologiesSQLTableau
About the role
Key responsibilities & impact- Monitor and analyze customer service KPIs, such as AHT, average speed of answer, FCR, and CSAT, identifying trends, variances, and opportunities
- Create, update, and automate operational and strategic reports and dashboards
- Flag risks and opportunities to management, contributing insights and recommended action plans
- Track the online availability and productivity of customer service teams, supporting real-time management
- Perform customer service workforce sizing and staffing calculations
- Contribute to the development of executive PowerPoint presentations featuring results, key learnings, and recommendations
- Act as a liaison between Customer Service and Data Engineering, ensuring operational needs are reflected in datasets and reports
- Conduct forecasting and workforce-sizing studies based on historical data, projected sales volumes, and seasonality, in collaboration with the Commercial team
Requirements
What you’ll need- Proven professional experience
- Expertise in call center metrics and Customer Experience (CX) models
- Strong analytical skills for KPI monitoring, predictive analysis, workforce sizing, and insight generation
- Basic knowledge of SQL or data structures
- Experience with quality monitoring methodologies and CSAT/FCR tracking
- Ability to prepare executive presentations and data visualizations in PowerPoint
- Proficiency with Zendesk for ticket analysis, report creation, and data visualization
- Familiarity with BI tools such as Power BI, Looker, Tableau, or similar platforms
- Analytical mindset and ability to turn data into actionable insights
- Strong organizational skills, attention to detail, and prioritization ability
- Ownership mindset and strategic proactivity
- Strong written and verbal communication skills
- Ability to collaborate with Data Engineering, Customer Service Management, and Quality teams
- Curious, questioning mindset with a commitment to operational excellence and customer experience
- Availability to work in a hybrid model in Vila Olímpia
Benefits
Comp & perks- CAJU benefits card with a monthly credit of BRL 1,059.00 allocated across meals, food, mobility, health, home office, culture, and education
- AMIL S450 health insurance plan – private room, with copayments
- AMIL 200 DOC dental plan, fully funded by the company for the primary employee
- Omni Saúde: monthly balance of BRL 100.00 for prescription medications
- Free access to Hospital Conexa, with 24-hour medical care
- Childcare assistance in accordance with the regional collective bargaining agreement
- Extended maternity/paternity leave: up to six months of maternity leave and 30 days of paternity leave
- SULAMERICA life insurance
- Birthday month day off
- TotalPass and Wellhub
- Course discounts
- SESC benefit
- Transportation allowance, with a 6% salary deduction if elected