BUSINESS ANALYST II

Description

Job Summary: Responsible for defining and managing the information collection strategy, analyzing data for managerial reports, and proposing improvements to customer service processes and systems. Key Highlights: 1. Strategic management of customer registration data and information 2. Performance analysis and optimization of customer service processes 3. Contribution to tactical planning of sales targets and forecasting ### **Responsibilities** Practice and disseminate the company's mission, vision, values, and management principles with the objective of safeguarding the company's image and strengthening its culture. Define and manage the strategy for information collection and maintenance, and ensure the qualification of the customer registration database. Identify and define improvements in relationship procedures. Statistically analyze data related to customer service quality for preparing managerial reports and handling offenders. Record revenue and monitor budgetary governance for customer service channels and the Customer Relationship Directorate; contribute to budget preparation for organizational projects related to customer service. Analyze and propose improvements to company processes and systems to simplify and adapt customer service channels. Analyze complaints registered across various customer contact channels to identify root causes and propose solutions. Provide feedback to the company using information supplied by customers. Contribute to activity plans and regulatory implementation schedules for customer and operator registration at Algar Telecom to comply with ANATEL regulations. Represent the Customer Excellence Coordination across company departments. Contribute to meeting the area’s SLAs (Service Level Agreements). Know and adhere to guidelines established by the Information Security Policy, Algar Group Code of Conduct, and other corporate directives. Safeguard confidentiality and privacy of individual users, access passwords, or internal identification codes. ### **Education** Business Administration Accounting Economics ### **Technical Competencies** Market analysis BI tools Excel ### **Required Experience** Experience in data analysis Experience in commercial planning ### **Position Overview** Conduct tactical planning of sales targets for the Corporate Segment, analyzing past performance to generate forecasts. Analyze product performance and sales force effectiveness ### **Working Hours:** Mon–Fri, 08:00–18:00 (120-min lunch break) \| 200 hrs/month ### **Prerequisites** Reside in Uberlândia