CRM Analyst

Description

Job Summary: A professional with experience in digital channels, omnichannel strategies, and communication management, focused on optimizing operations and customer service. Key Highlights: 1. Solid experience in digital channels and omnichannel strategies 2. Experience with auto-dialers and communication template management 3. Advanced knowledge of SQL and Excel for data modeling and automation Description: * Solid experience with digital channels and omnichannel strategies; * Experience in defining HSM-based communication strategies and managing communication templates; * Experience with auto-dialers and outbound operations; * Practical knowledge of CRM COMM; * Experience developing customer service workflows and working with virtual agents; * Experience in sizing inbound and outbound operations; * Advanced knowledge of SQL and Excel (data modeling, analysis, and automation); * Preferred qualification: experience with Power BI for dashboard development and strategic analysis. Communication Strategy* Define and execute multichannel communication strategies; * Plan HSM (WhatsApp) message campaigns; * Create, govern, and optimize communication templates; * Perform audience segmentation and define contact journeys. Auto-Dialer Management* Manage and optimize the auto-dialer; * Define inbound and outbound activation strategies; * Establish retry rules, list prioritization, and performance tracking. Digital Channels and Automation* Develop and enhance customer service workflows across digital channels, ensuring operational efficiency and improved user experience; * Work directly with virtual agents (bots), supporting: * Workflow construction and enhancement; * Definition of automation strategies; * Integration between automated and human-assisted service. Operations and Telephony* Manage and monitor customer service channels and telephony solutions; * Size inbound and outbound operations to ensure balance among cost, capacity, and service level. 2512200202551928940