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Job Summary: We are seeking a Performance Analyst with Call Center experience to monitor KPIs, build dashboards, and transform complex data into actionable insights within a dynamic and challenging environment. Key Highlights: 1. Solid experience in commercial or operational performance analysis 2. Proficiency in SQL and Power BI 3. Experience working in a dynamic environment with daily challenges We are looking for talented and passionate individuals to join our team. Is being challenged daily something that motivates you? If yes, come be Mercantil! What we certainly don’t lack here are opportunities to experience new challenges and take ownership of your career — all within one of the Best Companies to Work for in Minas Gerais. By joining our company, you’ll have the opportunity to grow in a dynamic environment where your talent is recognized and encouraged. This combination becomes even more perfect if you have sparkle in your eyes, strong communication skills, proactivity, and, of course, a results-oriented mindset. Explore our job openings, find the opportunity that best matches your profile, and become part of a team that values your talent. Don’t miss the chance to transform your career and contribute to challenging and transformative projects. Grow with us! Liked it? Then check out the opportunity we have for you below! So, see below the opportunity we have here: **\#VEMSERMERCANTIL** **Responsibilities and Duties** **Your main challenges will be:** * Monitor and analyze performance indicators for telesales and telephone customer service operations * Develop managerial and executive reports for performance tracking * Build, maintain, and enhance performance and productivity dashboards * Identify trends, operational bottlenecks, and improvement opportunities * Partner with operational areas to define growth strategies and levers * Conduct in-depth analyses of sales funnels, conversion rates, productivity, and quality * Support the definition of goals, KPIs, and performance drivers * Translate complex data into clear, actionable insights for leadership * Ensure data quality, consistency, and reliability * Support the establishment of management rituals (performance reviews, forums, follow-ups) * Identify opportunities for operational process optimization and continuous improvement * Collaborate closely with operations, planning, and data teams **Requirements and Qualifications** **We are looking for someone with:** * Solid experience in commercial or operational performance analysis * Experience in Call Center, Telesales, or Telephone Customer Service operations * Experience analyzing operational and productivity metrics **Technical Skills:** * Proficiency in **SQL** and **Power BI** * Strong analytical capability and data interpretation skills * Experience building dashboards and executive reports **You’ll stand out if you have:** **Work Location:** Belo Horizonte/MG (Hybrid work); **Additional Information** **What we offer our employees:** * Meal and food allowance (If preferred, you may receive both benefits on a single food card); * Health insurance; * Dental insurance; * Childcare allowance; * Life insurance; * Private pension plan; * Wellhub; * Mercantil Academy of Development; * Profit Sharing Program (PLR); All positions are also open to people with disabilities (PCDs). We are the leading ecosystem for the 50+ population. With over 80 years of history, our journey has been marked by constant innovation and expansion of services, always focused on technology to deliver an outstanding banking experience. After all, our customers are our reason for being. We are undergoing consistent transformation, driven by innovation, technology, data, and people. With over 9 million customers and a focus on the 50+ demographic, our bank’s purpose is to deliver a unique experience to this population. This initiative has earned recognition: Mercantil ranks among the Best Companies to Work for in Minas Gerais and is the fifth-largest provider of social security benefits in the country. Excellence is also reflected in our consistently high NPS (Net Promoter Score), an indicator measuring customer satisfaction and loyalty. With over 300 service points across nearly 250 cities, the bank consolidates its national presence with proximity and efficiency. Moreover, great ideas always find space here. We believe in the power of diversity and inclusion to drive real change. Therefore, our opportunities are extended to people with disabilities, Black and Indigenous individuals, LGBTQIAPN+ individuals, people over 50, women enrolled in assistance programs addressing domestic violence, and other underrepresented groups. We remain committed to building a fair, representative environment with real opportunities for everyone. Join us! If you identify with this, come join us: **\#VEMSERMERCANTIL**
