Strategic Planning Analyst - Call Center

Description

Job Summary: Responsible for strategic involvement in planning, analysis, and optimization of operational and commercial processes, ensuring predictability and decision support. Key Highlights: 1. Strategic involvement in planning, analysis, and optimization of processes 2. Development of dashboards and managerial reports 3. Monitoring campaign performance and suggesting adjustments **STRATEGIC PLANNING ANALYST** Responsible for strategic involvement in planning, analysis, and optimization of operational and commercial processes at Energia de Todos, ensuring predictability, continuous performance, and tactical decision support for leadership. **RESPONSIBILITIES:** * Design, monitor, and enhance performance metrics for commercial and operational teams; * Develop a 360-degree view of operational KPIs by integrating data from CRM, dialer, digital tools, and financial performance; * Build managerial dashboards and executive reports for the board and leadership; * Extract, process, and analyze data with a focus on identifying opportunities for improvement and efficiency; * Responsible for outbound communication strategies (WhatsApp, SMS, e\-mail, and dialer) aimed at maximizing spontaneous bill payments; * Plan and monitor preventive and corrective collection campaigns; * Develop advanced customer segmentation and prioritization models; * Monitor campaign performance and suggest continuous adjustments; * Orchestrate system integrations among CRM, dialer, digital platforms, and BI; * Manage operational incidents and track service tickets with vendors; * Ensure correct configuration of operational tools and peripherals; * Propose continuous improvements to internal workflows and processes; * Provide strategic reports, analyses, and insights to the Head of Operations and the board. * Prepare forecasts, performance tracking, and executive reports. * Directly support the definition and monitoring of operational and commercial strategies. * Conduct in-depth analyses of productivity and operational adherence. * Support commercial and operational teams in executing established strategies. * Monitor daily operational performance to ensure stability and consistency. * Import and manipulate dialing and mailing databases. * Customer segmentation. * Handling CRM, dialer, and digital tools. * Generation of operational reports and KPIs. **REQUIREMENTS:** * Completed high school education; * Strong oral and written communication skills; * Proficiency in Microsoft Office Suite and Excel; **SALARY AND BENEFITS:** * Employment Type: CLT * Work Schedule: On-site * Workplace: Downtown Belo Horizonte * Working Hours: Monday to Friday, 08:00 to 17:48\. * Salary: Fixed * Meal or Food Allowance \- iFood! * Birthday Day Off * Life and Accident Insurance * TODOS Card (after 3 months) * Refuturiza Platform (access to numerous online courses) \* Job Type: Full-time, Permanent CLT Compensation: R$4\.000,00 per month Benefits: * Life insurance * Food allowance * Transportation allowance Workplace: On-site