Operations Analyst, Customer Service - Mid Level

Honda Brasil

Analyst in Operation Customer Service managing performance indicators and operational processes. Collaborates for efficient customer service at Honda São Paulo in hybrid work environment.

Posted 8/2/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in monitoring contact center operations, analyzing performance metrics, and generating insights to drive continuous improvement. Proficient in utilizing data analysis tools and customer relationship platforms to enhance service workflows and operational efficiency.

Highest-signal resume keywords

Contact Center OperationsPerformance Metrics AnalysisData Analysis and ReportingGenesys Platform KnowledgePower BI Dashboard Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Indicators MonitoringOperational Metrics ReportingWorkforce PlanningExcel Advanced SkillsPowerPoint Advanced SkillsBudgeting KnowledgeOperational Cost Monitoring

Soft Skills

Leadership in MeetingsCollaboration with VendorsContinuous Improvement Mindset

Tools & Technologies

SalesforceZendeskAWSHugMeReclame AquiSaaS SolutionsDigital Customer Service Tools

Industry Keywords

Customer Service OperationsContact CentersFinancial ProductsBankingCollections

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Monitor the operation of contact centers, including voice and digital channels.
Monitor performance indicators such as SLA, AHT (Average Handle Time), FCR, NPS, productivity, volume and service level.
Perform control desk routines, monitor queues, conduct operational staffing and capacity analysis.
Support management with data analysis, generation of insights and creation of operational reports.
Monitor and manage service vendors and partners.
Lead technical and operational meetings with internal teams and vendors.
Track interactions on platforms such as HugMe/Reclame Aqui and similar channels.
Identify opportunities to improve service workflows, processes and operational KPIs.
Support continuous improvement, automation, digital transformation and the evolution of service tools.

Requirements

What you’ll need

Bachelor's degree completed in Administration, Economics, Mathematics, Foreign Trade, Languages or related fields.
Experience in customer service operations, contact centers, back office, MIS, control desk or related areas.
Experience monitoring queues, operational metrics, workforce planning and reporting to management.
Knowledge of contact center and telephony platforms, especially Genesys.
Experience with customer relationship platforms such as HugMe/Reclame Aqui.
Familiarity with Salesforce, Zendesk, AWS or similar tools.
Advanced skills in Excel and PowerPoint.
Intermediate English.
Willingness to travel.
Basic Spanish.
Knowledge of financial products, banking, consortiums or collections.
Experience with Power BI for dashboard creation and data analysis.
Familiarity with SaaS solutions and digital customer service tools.
Basic knowledge of budgeting and monitoring operational costs.

Benefits

Comp & perks

Career development and networking programs
Discounts on our Honda products
Annual bonus
Psychological support and well-being program
Childcare assistance
Health insurance
Dental plan
Wellhub (Gympass)
Private pension plan
Life insurance
Time bank to use as needed
Flexible working hours
Flexible meal benefit
Complimentary shuttle service
Transportation allowance
On-site company parking