**About Maxtrack** With over 25 years in the market, Maxtrack is a reference in fleet management, logistics efficiency, and high-performance vehicle tracking technology. We have maintained our innovative DNA since our founding in 1999, continuously challenging ourselves to redefine our own limits and deliver an increasingly comprehensive, fast, and accurate solution to the market. We are not afraid to try: we know that, in an innovative company, mistakes are part of creating new processes, products, and trends. **About the Opportunity** We have an opening for a **Performance and Metrics Analyst**, a position **assigned to the Customer Support (SAC) department**, to join our teams! Have you ever considered working with Latin America’s most complete and innovative end-to-end Internet of Things (IoT) platform? We seek a professional with **prior experience in call center, telemarketing, or customer support (SAC) environments**, who understands the operational dynamics of customer service and possesses strong analytical capabilities to transform data into concrete improvements. **Location:** Nova Lima/MG (10 minutes from BH Shopping) **Working Hours:** 8:30 AM to 5:30 PM, Monday to Friday — Hybrid (3 days per week on-site) **Job Responsibilities** * Directly work within the **Customer Support (SAC) department**, monitoring and analyzing customer service operational processes. * Map customer service workflows, identifying opportunities to improve efficiency, productivity, quality, and customer experience. * Identify operational bottlenecks and propose strategic solutions based on performance data and metrics. * Develop, review, and monitor **customer service KPIs**, including productivity, quality, and SLA metrics. * Conduct detailed data analyses and cross-database comparisons, ensuring information reliability and generating actionable insights. * Design dashboards, managerial reports, and executive presentations to support decision-making. * Support SAC leaders and managers in interpreting metrics and defining action plans for continuous improvement. * Propose automation, standardization, and best practices to optimize SAC routines. **Requirements** * Completed undergraduate degree in Administration, Production Engineering, Statistics, Economics, Information Systems, or related fields. * **Proven experience in customer support operations (SAC, call centers, or telemarketing).** * Experience managing and analyzing customer service metrics, productivity, quality, and operational efficiency. * Advanced Excel skills and experience using BI tools (Power BI, Tableau, or similar) to build dashboards and reports. * Analytical ability to identify trends, bottlenecks, and improvement opportunities. * Experience mapping and optimizing operational processes. * Familiarity with CRM, SAC, and customer service systems. * Strong communication skills for report writing and presenting results to managers and stakeholders. **You’ll Stand Out If You Have** * Courses or specializations in Process Management, Business Intelligence, Analytics, Advanced Excel, or Performance Metrics; * Prior experience in this field; * Practical experience in customer support operations or CRM, with understanding of efficiency and quality processes and metrics; * Familiarity with continuous improvement methodologies (Lean, Six Sigma, Kaizen); * Basic SQL knowledge, routine automation, and data integration experience; * Hands-on experience in customer support operations and performance analysis; * Knowledge of SLA, CSAT, NPS, or other satisfaction and efficiency metrics; * Certifications in Advanced Excel, Power BI, or Analytics; **What We Offer?** * Health and dental insurance: Unimed plan with co-payment (no monthly fee for the plan holder—only a symbolic R$1.00 deduction); * Mental Health Support (Zenklub): Online therapy at an extremely affordable rate—just R$20.00 per session; * Physical Wellness (Wellhub — formerly Gympass): Access to a network of gyms and physical activities to promote your health and quality of life; * Life Insurance: Peace of mind and security for you and your family; * Meal/Voucher Allowance (Caju): R$29.81 per day (no deduction—only a symbolic R$1.00 charge); * Mobility Assistance: We offer either Transportation Voucher or Fuel Voucher (6% deduction waived—only a symbolic R$1.00 charge); * Profit and Results Sharing Program (PLR): Recognition for your effort and contribution; * Study Grant Incentive: Financial support for your professional qualification and development; * OnHappy Platform: Exclusive discounts on various travel options. Employment Type: Full-time CLT Salary: R$5,000.00 – R$5,800.00 per month Benefits: * Health insurance * Dental insurance * Profit sharing * Life insurance * Meal voucher