Gerente de Performance e MIS (Customer Experience)
Core
Lead the Performance and MIS area for Customer Experience, ensuring data governance, generating strategic insights, and monitoring operational performance to transform data into decisions.
Role type
Senior Manager, Customer Experience Performance & MIS
Builds
Operational dashboards, predictive models, and strategic performance reports for client and internal stakeholders
Domain
Customer Experience / Contact Center Operations / Data Analytics
Deliverable
dashboards & analysis
Required skills
Strategic KPI definition, Root cause analysis, Data governance, Predictive modeling, Lean/Six Sigma, Team leadership, Contract performance analysis
Preferred skills
Power BI, Automation initiatives, Executive partnership, Change management
Technologies
Power BI
Responsibilities
Lead Performance, MIS, and Business Analytics teams; Define KPI strategy for Customer Experience operations; Monitor operational metrics (SLA, CSAT, NPS, etc.); Develop executive and operational dashboards; Support contract governance and business opportunities; Drive continuous improvement and automation projects.
Seniority
Senior, hands-on IC with leadership responsibilities