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Operations Analyst – Customer Service (Junior)
Honda BrasilAnalyst role supporting customer service operations at Honda in São Paulo. Focused on performance analysis, reporting, and continuous improvement initiatives.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations, data analysis, and process improvement, with a strong focus on performance metrics and digital transformation in contact center environments. Proficient in utilizing customer relationship management tools and advanced data analysis software to enhance service workflows and operational efficiency.
Highest-signal resume keywords
Customer Service OperationsData AnalysisSalesforceProcess ImprovementPerformance Metrics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementPerformance MetricsAdvanced ExcelPowerPointSAPCustomer Relationship Management
Soft Skills
AnalyticalOrganizedData-Oriented
Tools & Technologies
SalesforceGenesysZendeskAWS
Industry Keywords
Contact Center OperationsCustomer ServiceBanking ProductsConsortium ProductsSLAAverage Handle TimeFirst Contact ResolutionNet Promoter Score
Tech Stack
Tools & technologiesAWS
About the role
Key responsibilities & impact- Support the operation of customer contact centers, including voice and digital channels.
- Monitor performance indicators such as SLA, Average Handle Time (AHT), FCR, NPS, etc.
- Assist leadership with data analysis, operational controls and generation of insights.
- Monitor and manage customer interactions in customer relationship platforms.
- Identify opportunities to improve service workflows.
- Ensure adherence to processes and quality standards.
- Update reports, operational controls and area presentations.
- Support continuous improvement and digital transformation projects in customer service.
Requirements
What you’ll need- Bachelor's degree completed in Business Administration, Economics, Mathematics, International Trade, Languages or related fields.
- Experience in customer service, contact center operations or back office.
- Experience with Salesforce, Genesys, Zendesk or AWS.
- Analytical, organized and data-oriented profile.
- Advanced knowledge of Excel and PowerPoint.
- Knowledge of SAP.
- Intermediate English.
- Availability to travel.
- Knowledge of banking and/or consortium products.
- Experience with process improvement and service performance metrics.
- Basic Spanish.
Benefits
Comp & perks- Career development and networking programs
- Discounts on Honda products
- Annual bonus
- Psychological support and wellness program
- Childcare assistance for mothers
- Health insurance
- Dental plan
- Wellhub (Gympass)
- Private pension plan
- Life insurance
- Time-off bank to use as needed
- Flexible working hours
- Flexible meal allowance
- Free shuttle service
- Transportation voucher
- On-site parking