What You'll Do
Define and implement the operational efficiency KPIs matrix, ensuring the operation meets established goals. Develop and manage forecasting and real-time monitoring to ensure resource allocation accuracy. Identify improvement opportunities through financial modeling and process analysis. Create high-level presentations and reports that translate complex data into actionable insights for executives.
What We're Looking For
Solid knowledge of Call Center/Customer Service metrics and dynamics. Familiarity with problem-solving methodologies such as PDCA, Green Belt, and Lean Six Sigma. Ability to perform cost modeling and financial projections. Proficiency in predictive analysis tools and concepts.
Key Skills & Technologies
Additional Information
Experience Level
Senior
Job Language
Portuguese
Employment Type
Full-time
Work Mode
On-site