Analista de Planejamento e Performance Pleno (Negócios)
New
J
JobgetherBusiness Analytics
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLBusiness AnalysisMicrosoft ExcelGoogle SheetsZendesk
Requirements
- Previous experience in Planning, Performance, Business Analytics, or related roles.
- Strong proficiency in Excel or Google Sheets for data modeling and analysis.
- Familiarity with data analysis tools such as Metabase.
- Knowledge of SQL for extracting, combining, and analyzing data from multiple sources.
- Strong analytical mindset with excellent organizational skills and the ability to manage priorities in a fast-paced environment.
- Ability to communicate insights clearly and adapt communication to different audiences.
- Experience analyzing operational data from customer service, customer success, or related areas is a plus.
- Experience working with Zendesk or other customer support management platforms is an advantage.
- Knowledge of continuous improvement methodologies such as Lean or Six Sigma is desirable.
- Experience in EdTech or B2B SaaS environments is considered a plus.
Responsibilities
- Transform operational data into actionable insights by monitoring key performance indicators such as CSAT, SLA, inactivity rates, recurrence, response times, and ticket volumes.
- Analyze performance trends, identify operational gaps, and diagnose root causes to support continuous improvement initiatives.
- Maintain and improve existing dashboards, ensuring data visibility and accuracy for business decision-making.
- Support capacity planning activities by analyzing operational demands, team performance, and workload trends.
- Translate analytical findings into clear recommendations, highlighting business impacts and improvement opportunities.
- Monitor team OKRs and performance goals, identifying risks and proposing corrective actions when needed.
- Build performance reports and operational views that help stakeholders make informed decisions.
- Collaborate with different teams to improve processes, efficiency, and overall service quality.
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