Description: What we expect from you: * 1. Advanced Excel, SQL, Python, or equivalent language. 2. Proven experience with process automation (RPA, APIs, scripts, integrations). 3. Knowledge of process mapping. 4. Experience building and analyzing dashboards and operational KPIs. 5. Ability to conduct statistical analyses, A/B tests, and scenario modeling. 6. Knowledge of customer journey; familiarity with Blip and Salesforce tools will be considered a plus. Experience with data processing, analysis, or governance; * Advanced Excel; * Knowledge of SQL, Python, or related languages; * Experience with process automation; * Experience with data processing, analysis, or governance; * Analytical ability, organization, and attention to detail; * Ability to conduct statistical analyses, A/B tests, and scenario modeling; * Knowledge of customer journey; familiarity with Blip and Salesforce tools will be considered a plus. Your day-to-day: * Map and analyze operational processes to identify bottlenecks, waste, and improvement opportunities. * Develop and implement automations (scripts, APIs, RPA, or programming) to reduce manual tasks, increase speed, and enhance operational scalability. * Conduct quantitative analyses of productivity, costs, capacity, and performance, building KPIs and dashboards for continuous monitoring. * Propose and execute actions to improve operational efficiency, reduce costs, increase conversion, reduce TMA, and elevate strategic metrics of the contact center. * Conduct A/B tests and impact analyses on processes and journeys, validating hypotheses and measuring results. * Monitor deviations in operational KPIs, performing in-depth analyses to identify root causes and recommend corrective actions. * Collaborate with Product, Customer Support, and Technology teams to refine operational workflows and drive performance outcomes. * Oversee the implementation of improvements, ensuring stability, quality, and achievement of defined objectives. 2512200202551874296