We are seeking a strategic professional to take the lead in operational intelligence within our customer service structure. You will be responsible for defining, implementing, and ensuring the delivery of key performance indicators (KPIs), acting from data modeling through to execution of action plans aimed at optimizing results, costs, and margins. **Key Responsibilities:** * Define and implement the operational efficiency KPI matrix (SLA, MTTR, Productivity, Efficiency, Quality, and Satisfaction). * Develop and manage forecasting and real-time monitoring of staffing schedules and resources. * Identify improvement and efficiency opportunities through data modeling, cost analysis, Voice of Customer (VoC), and process analysis. * Develop and manage tools and dashboards for performance tracking. * Create executive presentations and reports (storytelling) for senior leadership and operations management, translating data into actionable insights. **Required Qualifications:** * Advanced proficiency in Excel/Google Sheets and knowledge of databases (SQL). * Experience with BI tools (Tableau, Power BI or similar). * Practical experience with customer service systems (Salesforce, Genesys, WFM). * Strong understanding of call center/customer service metrics and dynamics. * Knowledge of problem-solving methodologies (PDCA, Green Belt, Lean Six Sigma). * Ability to perform cost modeling and financial forecasting. * Proficiency in PowerPoint/Google Slides for executive presentations. * Intermediate English (Preferred). * Experience in Management Consulting or Strategic Projects (Preferred). * Knowledge of process automation (RPA or Python for data) (Preferred). **ATTENTION!** **For this position, the work model is hybrid, requiring easy access to our office located in Barueri/SP.**