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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational planning and performance analysis, utilizing tools like Zendesk and BI platforms to drive data-informed decisions. Proficient in Excel and data analysis techniques, with a strong focus on improving customer service efficiency and achieving operational targets.
Highest-signal resume keywords
Operational PlanningZendesk ProficiencyData Analysis (SQL, Python)Business Intelligence ToolsAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Metrics AnalysisVolume ForecastingCapacity PlanningComparative AnalysisVariance AnalysisDashboard DevelopmentStatistical KnowledgeExcel/Google Sheets ProficiencySQLPython
Soft Skills
Excellent CommunicationProactive MindsetOrganizational SkillsResults-Oriented
Tools & Technologies
ZendeskMetabaseDatabricksLookerPower BIData Studio
Industry Keywords
Customer Service PerformanceOperational EfficiencySLA TargetsCross-Functional CollaborationContinuous Improvement
Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Prepare volume forecasts and perform headcount planning (capacity planning) based on historical data, trends, and SLA targets
- Monitor and analyze operational metrics such as AHT, ASA, service level, occupancy, schedule adherence, attendance rate, IR, and CSAT
- Generate insights and action plans focused on performance and efficiency
- Build and maintain dashboards and intraday monitoring reports
- Ensure the consistency, accuracy, and availability of information
- Evaluate the efficiency of customer service channels (voice, chat, bot, and hybrid)
- Identify bottlenecks, automation opportunities, and workflow improvements
- Develop comparative and variance analyses (DoD, WoW, MoM)
- Analyze the causes of deviations and recommend corrective actions
- Work strategically with CX and Operations leadership, guiding data-driven decisions
- Participate in operational rituals and contribute to continuous improvement processes and routines, as well as the achievement of customer service targets
Requirements
What you’ll need- Previous experience in operational planning, WFM, or customer service performance
- Hands-on experience and proficiency with Zendesk, including analyses, dashboards, and operational metrics
- Proficiency in Excel/Google Sheets, including pivot tables, formulas, and dashboards
- Knowledge of BI tools such as Metabase, Databricks, Looker, Power BI, Data Studio, or similar platforms
- Knowledge of statistics, SQL, and Python applied to data analysis
- Strong analytical skills and business acumen, with the ability to turn data into practical recommendations
- Excellent communication skills and the ability to work with cross-functional teams
- Proactive, organized, and results-oriented mindset
Benefits
Comp & perks- Paid time off on your birthday or another special day
- Life insurance
- Health insurance
- Dental insurance
- Flash card for meal and/or food allowances
- Transportation allowance or fuel allowance
- Childcare assistance
- Extended maternity leave of 180 days
- Extended paternity leave of 20 days
- Wellhub, with part of the cost subsidized by Kovi
- Kovenção: a leadership meeting with the entire company to discuss business status