We are looking for a Performance Analyst to monitor, track, and optimize the Livelo Club’s sales processes, ensuring efficiency, conversion, and quality in customer outreach. If you enjoy working in sales, analyzing results, and thrive in a dynamic environment where your work directly impacts business strategy and operational success, this opportunity is for you. In this role, you will be responsible for daily monitoring of performance metrics, closely tracking sales processes, and collaborating with operations to identify bottlenecks and propose continuous improvements. **Responsibilities:** — Daily tracking of Sales, Retention, and Recovery KPIs. — Leading strategic and alignment meetings with Product, EPS (BPO), and Management teams. — Daily management of call center performance focused on sales (Outbound and Inbound). — Developing and implementing rapid action plans (PDCA) to correct target deviations or boost operational results. — Conducting active call listening sessions with Quality and EPS teams to identify opportunities for improving sales pitches and objection handling. — Supporting the design and monitoring of motivational incentive campaigns to engage agents and drive conversion. — Supervising Sales and Recovery calls. — Holding daily stand-up meetings with partners to define the day’s operational strategy and review the previous day’s productivity. **Requirements:** — Education: Completed undergraduate degree. — Minimum 3 years of experience in sales-related roles, with strong expertise in sales metrics, conversion rates, and recurring sales funnels. — Experience in Contact Center operations (Outbound and Inbound). — Proficiency in customer service platforms, telephony systems, and CRM tools (Salesforce, Twilio, Avaya, and DAC systems). — Solid knowledge of performance indicators focused on Sales, Customer Retention, and Recovery. — Advanced Office suite (Excel and PowerPoint) skills, oriented toward data analysis, KPI tracking, and creation of managerial presentations. — Ability to manage and execute multiple tasks and processes simultaneously. — Excellent verbal and written communication skills, with ease in interacting and engaging peers, cross-functional teams, partners, and customers. — Systemic process vision, dynamic profile, and emotional intelligence to perform effectively under pressure. — Proactive and analytical mindset, capable of identifying bottlenecks and proposing process improvements for customer service and sales operations. — Focus on identifying opportunities and proposing suggestions to optimize customer service and sales processes. **Preferred Qualifications:** — Experience managing high-volume sales, retention, and recovery operations. — Experience tracking KPIs such as Conversion Rate, Recovery Rate, Operational Cost, and Forecast. — Experience managing performance across multiple contact centers with high call volumes. **Important Information:** Work Location: On-site at Atento partner site – Salvador/BA (Cabula neighborhood) **Working Hours**: Monday to Friday, from 9:00 AM to 6:00 PM Availability: Travel to SP – Barueri (Alphaville)
João Silva
Indeed · HR
João Silva
Indeed · HR
