Grupo Rojemac Caieiras \- SP 1 position Not informed Eligible for PCD Full time CLT Onsite Senior Affirmative Position for LGBTQIAP+ People Affirmative Position for Black People Affirmative Position for Women Affirmative Position for Indigenous People Affirmative Position for People Over 40 Years Old At **Grupo Rojemac**, everyone is valued and welcome. What truly unites us is our commitment to challenges, collaborative spirit, and passion for living our culture. We are committed to positively impacting the lives of millions of Brazilians, and we count on you to be part of this mission. We are looking for a Senior Experience Analyst focused on understanding and improving customer interactions with the company. Key responsibilities include analyzing satisfaction data, developing strategies to enhance customer experience, collaborating with various teams, training employees, and monitoring market trends. **Responsibilities** * Monitoring and analyzing traffic across service channels. * Operational sizing based on company strategies. * Creating, updating, and analyzing periodic reports on B2B and B2C processes within the Customer Experience area. * Analyzing Complaints and Incidents involving deviations from standard procedures. * Sample monitoring/auditing of customer service interactions across multiple channels (Phone, Chat, Email, WhatsApp) * Identifying trends, actions, and ideas that can contribute to strategies for improving results. * Flexibility to work with multiple databases extracted from systems (Zendesk, 55PBX, MKT Places Platforms, Predize etc). * Participating in interdepartmental meetings. * Preparing and updating presentations of period results (Daily and monthly metrics evolution). * Developing action plans to achieve goals. * Initiating and mediating interactions between departments to solve potential issues. * Monitoring SLAs for department responses and issuing alerts regarding overdue indicators. * Accessing and testing systems by simulating scenarios to proactively identify operational gaps. * Diagnosing opportunities for process improvements. * Drafting documentation when necessary (processes, flowcharts, scripts, work instructions). * Identifying operational deviations impacting team quality or productivity. * Identifying and justifying demand patterns per service channel. * Supporting leadership and customer service staff on demand, when necessary. * Conducting research and analysis on Competition or other relevant topics for process updates. * Analyzing and adjusting bot workflows in current service channels (Phone, Chat, WhatsApp), based on adherence studies, trends, and impacts. **Requirements** * Completed Bachelor's degree in Business Administration, Logistics Management, or related fields; * Knowledge of Office Suite and Zendesk **What We Offer** * Life Insurance; * Meal Allowance; * Medical Coverage; * Onsite Meals; * Dental Plan via employee enrollment according to individual choice; * SESC Partnership; * Company product discounts; * Shuttle Service (subject to availability); * Pharmacy Network; * TotalPass Thinking about your career? Here we have an Internal Recruitment Program, our Evaluation Cycle, regular feedback routines, and monitoring of your development plan. If you have the skills and experience required for this role, apply now! We're excited to meet you!!!! Liked it? Apply for the position!**Location** --------------- Rua Ádamo Zambelli, 190, Calcárea, Caieiras \- SP, Brazil, 07723\-000