Cruzeiro do Sul Educacional S/A

Analyst

• Analyze, model, document, and propose improvements to organizational processes.
• Perform end-to-end process mapping, analysis, and modeling using established methodologies and frameworks.
• Conduct interviews, workshops, and meetings with stakeholders to gather information and understand the current state (As-Is).
• Develop process documentation, flowcharts, diagrams, and other artifacts necessary to define the future state (To-Be).
• Identify risks, controls, operational gaps, and opportunities for improvement in existing processes.
• Support transformation, review, and standardization initiatives aligned with the company’s strategic objectives.
• Contribute to defining performance indicators (KPIs) and process monitoring metrics.

Process Analyst (Mid-level)

Operations

• Ensure the integrity of academic records
• Be responsible for safeguarding records, issuing documents, responding to student requests, and supporting pedagogical and operational needs

Operations Analyst (Mid-level)

Financial Planning and Analysis

• Support CAPEX and OPEX control, ensuring correct recording of expenses and investments.
• Post and verify invoices, ensuring compliance with internal policies.
• Keep the budget control up to date, monitoring execution, balances, forecasts and variances.
• Operate and provide support in systems for registering purchase requisitions (RC) and purchase orders (PO).
• Track the purchase approval flow, ensuring deadlines and compliance with internal standards.
• Support routine basic financial analyses, such as data consolidation, preparation of spreadsheets and reports.
• Interact with internal departments and suppliers to resolve pending issues related to orders, invoices and budgets.
• Contribute to the continuous improvement of the area's financial control and governance processes.

Portfolio Analyst – Junior

Call Center Representative

• Gestão de Células de Atendimento: Liderar e desenvolver as equipes responsáveis pelos canais de Reclame Aqui, Retenção, Regresso e Rematrícula, promovendo sinergia e foco em resultados.
• Planejamento Estratégico: Estruturar planos de ação e metas por célula, alinhados aos objetivos institucionais de retenção e satisfação.
• Gestão de Fornecedores: Acompanhar contratos, SLAs e performance de parceiros terceirizados de atendimento.
• Excelência no Atendimento: Garantir resolutividade, empatia e padronização nos atendimentos, com foco na experiência do aluno.
• Monitoramento de Indicadores: Acompanhar e analisar KPIs como SLA, NPS, tempo médio de resposta, taxa de conversão em retenção e regresso.
• Análise de Dados e Inteligência Operacional: Gerar insights a partir de dashboards e relatórios para tomada de decisão e melhoria contínua.
• Integração com Áreas Internas: Atuar em parceria com Marketing, Digital, Acadêmico, Financeiro e Tecnologia para garantir efetividade das soluções propostas.
• Gestão de Crises e Reputação: Monitorar e atuar proativamente em manifestações públicas (ex: Reclame Aqui), preservando a imagem institucional.
• Desenvolvimento de Scripts e Argumentações: Validar abordagens comerciais e scripts de retenção conforme perfil do aluno e canal de atendimento.

Gerente de Soluções ao Cliente – Call Center

Security Analyst

• We are looking for an Identity & Access Management (IAM) Analyst — Mid-level to join our team and work directly on access provisioning, system integrations and implementation of Single Sign-On (SSO).
• This professional will be responsible for strengthening support workflows, optimizing processes, supporting integration projects and ensuring access rules comply with corporate security standards.
• Take a leading role in granting access and integrating systems, ensuring standardization and security.
• Implement and optimize SSO solutions, ensuring compatibility with modern authentication protocols.
• Onboard systems into the IAM team’s scope, modeling access profiles and implementing segregation of duties.
• Propose continuous improvements to processes, increasing efficiency, automation and quality of support.
• Contribute to the maturation of the IAM operation, ensuring agility, control and a positive user experience.
• Execute ticket handling and responses for access provisioning, updates and revocations.
• Perform system integrations with IAM platforms using standards such as SCIM, SAML, OAuth and OpenID Connect.
• Implement and maintain authentication flows and Single Sign-On (SSO) for internal and external applications.
• Structure and apply segregation of duties (SoD) models for systems managed by the IAM area.
• Collaborate with internal teams to define, review and document access standards and permission rules.
• Participate in onboarding new systems into the IAM ecosystem, including risk analysis, profile mapping and connector configuration.
• Contribute to building and improving operational procedures, playbooks and technical documentation.
• Support initiatives for automation of access granting and permission monitoring.
• Troubleshoot access, authentication and identity synchronization issues.
• Continuously evolve team processes by suggesting tools, workflow adjustments and best practices.

Process Analyst (Mid-level)

Operations Analyst (Mid-level)

Portfolio Analyst – Junior

Gerente de Soluções ao Cliente – Call Center

IAM Security Analyst, Mid-level