Junior Operational Excellence Analyst

HumanIA

. Monitor operations in real time, tracking critical indicators including service level, Average Handling Time (AHT), abandonment rate, and Genesys metrics .

Posted 11/12/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in monitoring operational metrics and analyzing data to drive strategic decision-making and process improvements. Proficient in utilizing Microsoft Office tools to produce reports and dashboards that enhance operational efficiency.

Highest-signal resume keywords

Operational Metrics AnalysisStrategic Planning ExperienceMicrosoft Office ProficiencyProcess ImprovementControl Desk Operations

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service Level Agreement (SLA)Average Handling Time (AHT)Average Speed of Answer (ASA)Forecast AccuracyOccupancy Metrics

Soft Skills

CollaborationAnalytical ThinkingProblem-Solving

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointMicrosoft OutlookGenesys Metrics

Industry Keywords

Operational EfficiencyData ReportingAdministrative Experience

About the role

Key responsibilities & impact

Monitor operations in real time, tracking critical indicators including service level, Average Handling Time (AHT), abandonment rate, and Genesys metrics
Take immediate corrective action in response to operational deviations
Analyze and report operational data, producing reliable and consistent reports and dashboards
Collaborate with Operations Supervisors and Managers, providing data and recommendations to support rapid and strategic operational decision-making
Suggest improvements to processes and controls, serving as an agent of innovation and operational efficiency

Requirements

What you’ll need

Bachelor’s degree completed or in progress in Business Administration, Engineering, Mathematics, Information Systems, or related fields
Experience in an administrative role
Experience in strategic planning or Control Desk operations
Proficiency in Microsoft Office (Excel, PowerPoint, and Outlook)
Knowledge of operational metrics, including SLA/Service Level, AHT, Average Speed of Answer (ASA), occupancy, forecast accuracy, and adherence

Benefits

Comp & perks

Health insurance
Dental insurance
Home office allowance
Meal voucher
Transportation allowance
Life insurance
Private pension plan
PPR – Profit-Sharing Program
Viveo Health Center, offering in-person specialties and an online platform
Exclusive discounts at the Mafra Especialidades store
TotalPass
Exclusive employee partnerships and discounts
Subsidy of up to 70% of the cost of medical devices and prostheses for employees with disabilities and those rehabilitated through Brazil’s National Institute of Social Security (INSS)
Device replacement every two years based on medical guidance, in accordance with internal policy