Analista de Excelência Operacional Sênior
Core
Define, implement, and ensure delivery of operational KPIs, from data modeling to action plan execution for optimization.
Role type
Senior operational intelligence analyst
Builds
Operational efficiency matrices, forecasts, financial models, and executive dashboards
Domain
Contact center operations and operational finance
Deliverable
dashboards & analysis
Required skills
Operational KPI definition, Call center dynamics, PDCA and Lean Six Sigma, Financial modeling, Predictive analytics, Data-driven strategy
Preferred skills
Management consulting, Strategic project management, Process automation (RPA or Python)
Responsibilities
Define and implement operational efficiency KPI matrix (SLA, TMA, Productivity, Efficiency, Margin), Develop and manage forecasts and real-time monitoring, Identify improvement opportunities through financial modeling and process analysis, Develop and manage result tracking tools and dashboards, Create executive presentations and reports translating complex data into actionable insights
Seniority
Senior, hands-on IC
