Operations Analyst

• Extract pending-items reports
• Send implementation reports
• Update the new-connections database
• Maintain the backlog database
• Update the unproductive-contacts database
• Update the overall unproductive-contacts report
• Extract the cancellation database
• Prepare and report MMGD
• Close the unproductive-contacts database
• Monitor penalties
• Close the new-connections database
• Prepare and report the Commercial and Services INDGER
• Conduct data and performance-indicator analyses and monitor operations to support decision-making and continuous improvement
• Identify optimization opportunities and collaborate with different operational teams

• Must be at least 18 years old
• Bachelor’s degree completed
• Knowledge of KPI analysis and report preparation
• Intermediate Excel skills
• Strong verbal and written communication skills
• Analytical mindset and logical reasoning
• Strong organizational and planning skills
• Ability to work effectively in a team
• Results-oriented, with a strong focus on meeting deadlines
• Must have the necessary setup to work from home
• Must have easy access to the Del Castilho and Madureira units
• Experience in operational monitoring, Control Desk, or Workforce Planning preferred
• Knowledge of BI and data-visualization tools preferred
• Experience monitoring SLAs and performance indicators preferred
• Experience in customer service or Contact Center operations preferred
• Proactive, flexible, and interpersonal-skills-oriented profile preferred

• Meal vouchers and/or food allowance
• Work-from-home allowance
• Life insurance
• Funeral assistance
• Childcare assistance / assistance for children with disabilities
• School transportation allowance (from 3 years and 8 months)
• Product discounts
• Dental insurance
• Medical insurance
• Career development plan
• Pet insurance plan
• Bulla program (salary advance / payroll-deducted loan)
• Discounts at gyms and on sports activities
• Pet insurance plan
• Educational Partnership Program: Discounts on short courses, undergraduate and graduate programs, vocational training, language courses, basic education, and preschools