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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in analyzing customer service performance indicators and translating data into actionable insights to enhance operational efficiency. Proficient in capacity planning, monitoring, and improving customer experience metrics such as NPS and CSAT.
Highest-signal resume keywords
Data AnalysisCustomer Experience MetricsOperational Performance MonitoringCapacity PlanningManagement Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPerformance IndicatorsOperational PlanningCustomer Experience AnalysisAdvanced ExcelScenario DevelopmentCross-AnalysisManagement ReportingTrend IdentificationCapacity Monitoring
Soft Skills
Analytical ThinkingProblem SolvingCommunicationRecommendation DevelopmentContinuous Improvement
Industry Keywords
Customer Service OperationsContact CentersNPSCSATAHTSLAFCRAbandonment RateWorkforce SizingBusiness Intelligence
About the role
Key responsibilities & impact- Analyze and monitor the performance of key customer service indicators and channels
- Ensure result visibility and support decision-making through structured analyses
- Identify deviations, generate insights, and develop recommendations
- Support operational capacity planning and monitoring
- Connect demand, performance, and customer experience to identify opportunities
- Anticipate needs and support the continuous improvement of operations
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Economics, Statistics, Information Systems, Computer Science, Systems Analysis and Development, Data Management / Business Intelligence, Marketing, or related fields
- Experience analyzing performance indicators in customer service operations, contact centers, or operational planning and performance areas
- Ability to provide teams with analyses and recommendations and monitor the evolution of results after implemented actions
- Experience analyzing demand and operational capacity, supporting scenario development and the identification of adjustment needs
- Experience with planning, capacity monitoring, and workforce sizing in customer service operations
- Ability to translate analyses into practical insights and recommendations for operations
- Ability to perform data cross-analysis, identify patterns, and investigate the causes of performance deviations
- Experience creating management reports, analyses, and presentations
- Experience with customer experience indicators such as NPS and CSAT, using them to complement operational analysis
- Experience analyzing customer service channels and identifying deviations, trends, and improvement opportunities
- Experience monitoring operational performance indicators such as AHT, average speed of answer, SLA, FCR, abandonment rate, volume, backlog, productivity, and others
- Additional courses in data analysis, advanced Excel, performance indicators, operational planning, customer experience, or Business Intelligence will be considered a plus
Benefits
Comp & perks- Profit-Sharing Program (PLR)
- Transportation Allowance
- Meal Voucher
- Bradesco Health Insurance with special conditions for you and your dependents
- Bradesco Dental Insurance
- Telemedicine with a range of specialties
- Wellhub
- TotalPass
- Life Insurance
- Pet Benefits Program
- Birthday Day Off
- Newborn Assistance
- Newborn Benefit Basket with Baby Kit
- Extended Marriage Leave
- Extended Paternity Leave
- Psychological and Social Support Channel (CuideCY)
- Fruit and Coffee at the Offices
- Vaccination Campaign
- Quick Massage at the Offices
- Partnerships with Sports Courts (Soccer and Beach Tennis)
- Payroll-Deducted Loan (subject to applicable terms and conditions)
- Discounts at Universities and Language Schools
- Discount on the Purchase of Your New Home (subject to applicable terms and conditions)