Analista de Experiência do Cliente - Ecommerce
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Description and Requirements
About the Role
The Customer Service Operations Specialist is responsible for managing and improving call center e-commerce operations, ensuring vendor performance excellence, and driving KPI achievement across Motorola call center operations. This role focuses on operational efficiency, quality assurance, financial control, and continuous process improvement to enhance customer experience and business outcomes.
This position is hybrid based in Jaguariúna but need to have availability to go to São Paulo (Vila Olimpia) once a week.
What You’ll Do
Monitor and control Call Center and the different Market Places operational performance and work on process improvement initiatives
Provide reporting through power BI for management analysis
Align process and procedures, monitor the contacts and calibrate the expectations with vendor
Identify actions aligned with management for marketplace and customer service operations meet quality, service, and customer experience standards.
Manage and control vendor payments
Analyze forecast data across different lines of business
Identify repetitive tasks, operational inefficiencies, and high-volume manual activities across e-commerce operations that can be improved through automation
Requirements
Mandatory:
- Experience working with Power BI developing dashboards
- Strong analytical skills with the ability to monitor, interpret, and act on KPIs
- At least 1+ year of experience in call center operations and vendor management
- Good communication and ability to collaborate with cross-functional teams and stakeholders
Nice to have
- Experience using AI-powered tools (e.g., Copilot, chatbots, automation platforms) in operational or support environments
- Experience with forecasting, capacity planning, and operational planning
- Exposure to outsourced vendor environments
Personal Qualifications:
* Bachelor's degree or higher in Business Administration or related field of study
* English (advanced), both written and spoken
* Strong sense of responsibility, process oriented
* Good communication skills
We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.