Analyst

• Manage the Franchisee Service Center, monitoring tickets, prioritizing requests and ensuring qualified responses within established deadlines.
• Map, analyze and redesign service-related processes, creating clear workflows, policies, routines and operational standards.
• Act as a strategic partner to franchisees, understanding their needs, pain points and challenges, and translating these insights into action plans and continuous improvements.
• Connect and coordinate solutions with internal departments (Operations, Logistics, Product, Commercial/Sales, Training and Quality), ensuring alignment, agility and traceability of requests.
• Monitor center KPIs (SLA, ticket recurrence, franchisee NPS, root causes), proposing preventive and corrective actions.
• Handle specific requests such as product incidents, reimbursements and operational support, ensuring transparent responses focused on franchisee satisfaction.
• Promote a service-oriented culture and discipline focused on operational excellence, predictability and a positive experience.

Senior Franchisee Relationship Analyst

Administrative Project Analyst

Analista de Experiência do Cliente