Performance and Metrics Analyst

Description

Job Summary: Maxtrack is seeking a Performance and Metrics Analyst to optimize customer service processes, identify bottlenecks, and develop metrics and reports to support data-driven decision-making. Key Highlights: 1. Process optimization and productivity improvement in the customer service area. 2. Development and refinement of metrics and KPIs. 3. Generation of actionable insights and preparation of executive reports. **About Maxtrack** With over 25 years in the market, Maxtrack is a leader in fleet management, logistics efficiency, and high-performance vehicle tracking technology. Since our founding in 1999, we have maintained our innovative DNA, constantly redefining our own limits through daily challenges and delivering increasingly comprehensive, fast, and accurate solutions to the market. We are not afraid to experiment: in an innovative company, mistakes are part of creating new processes, products, and trends. **About the Opportunity** We currently have an opening for a **Performance and Metrics Analyst** to join our teams! Have you ever considered working at Latin America’s most complete and innovative end\-to\-end Internet of Things (IoT) platform? **Location:** Hybrid (3 days onsite at the office) \- Nova Lima (Icon Building \- 10 minutes from BH Shopping) **Schedule:** Monday to Friday \- Flexible hours **Job Responsibilities** * Monitor and map customer service processes, identifying opportunities to improve operational efficiency, performance, and productivity; * Research, propose, and implement best practices, routine automation, and continuous workflow adjustments to optimize outcomes; * Identify operational bottlenecks and propose strategic solutions based on data and KPI analysis; * Develop, review, and refine performance metrics and indicators (KPIs) that support operational control and continuous improvement; * Conduct detailed analyses and cross-database queries, ensuring data quality and generating actionable insights for managers and stakeholders; * Design dashboards, reports, and executive presentations, translating complex information into clear, decision-oriented visualizations; * Support leaders and managers in interpreting metrics and defining operational improvement strategies. **Requirements** * Bachelor’s degree completed in Administration, Statistics, Production Engineering, Business Management, Economics, Information Systems, or related fields. * Courses or specializations in Process Management, Business Intelligence, Analytics, Advanced Excel, or Performance Metrics. **Preferred Qualifications** * Practical experience in customer service operations or CRM, with understanding of efficiency and quality processes and metrics. **What We Offer** * Medical and dental insurance (Unimed \- co-payment); * Meal/food allowance (Caju Card) — R$29.81/day; * Transportation allowance or fuel allowance; * Mental health support through our partnership with Zenklub — online therapy sessions for only R$20.00 per session; * Wellhub (formerly Gympass) — access to numerous gyms and physical activities to promote employee health and well-being; * Profit-sharing and results-based bonus (PLR); * Tuition assistance program; * Life insurance. Employment Type: Full-time CLT Salary: R$5\.000,00 \- R$5\.800,00 per month Benefits: * Medical insurance * Dental insurance * Profit sharing * Life insurance * Meal allowance