Kovi

Operations

• Support operational routines related to managing the fleet of pre-owned vehicles available for sale;
• Monitor the vehicle decommissioning process for rental companies, ensuring compliance with established deadlines and standards;
• Enter and update data in internal systems and ERPs related to supplier payments;
• Process payments and follow up on compensations for vehicles declared a total loss, and reconcile amounts paid with Finance and suppliers;
• Assist in monitoring operational KPIs for the area;
• Monitor and support the vehicle documentation process (transfer, deregistration, resolution of outstanding issues, etc.).

Operations Analyst, Junior

Supervisor

• Supervise the customer service team, guiding them to provide the best resolution options for issues presented by customers;
• Intervene in more complex contacts, turning negative experiences into positive ones through service;
• Have in-depth knowledge of our plans, processes and business model to clarify doubts;
• Establish team follow-up routines (individual and/or group);
• Prepare operational tracking reports with relevant KPIs and explanations for achievement/non-achievement;
• Act as the spokesperson for our drivers, compiling opportunities to be raised with leadership so we remain focused on improving the driver experience with Kovi;
• Collaborate on the creation and improvement of processes and actions that optimize the driver experience;
• Work according to the defined schedule, remaining available to provide excellent service to our drivers and the customer service team.

Customer Service Supervisor

Analyst

• Ser responsável pela execução do ciclo de melhoria de processos dentro de operações;
• Elaborar e atualizar KPIs e Dashboards de processos de operações;
• Trabalhar em cooperação com as áreas da empresa para identificar, quantificar e priorizar soluções de produto e processo;
• Acompanhar KPIs de qualidade e desenvolver análises para a tomada de decisão;
• Realizar estudos de causa raiz, diagnóstico de problemas e gaps da operação;
• Desenhar e implementar soluções de alto impacto e de melhorias nos processos;
• Capacidade de executar com qualidade atividades de rotina com pouco direcionamento do gestor direto, identificar com independência as necessidades de melhoria de alto impacto nas áreas de operações;
• Criar novas métricas e realizar acompanhamento de KPIs operacionais para a gestão do dia a dia da área.

Analista de Performance Operacional Pl

People Operations

• Support the construction and updating of People Analytics reports and dashboards;
• Consolidate and organize people data from different sources and systems;
• Ensure the quality and consistency of datasets used in analyses;
• Support the development of analyses and studies to inform People and business decision-making;
• Respond to ad hoc requests for data and HR metrics;
• Assist in automating and continuously improving reports and team processes;
• Contribute to monitoring and updating HR metrics;
• Support the maintenance of governance and documentation for datasets and analytical processes.

People Analytics Junior

Account Executive

• Customer Service: Act as the customer's main point of contact, ensuring an exceptional experience from start to finish, always aligned with Kovi's tone of voice.
• Business Knowledge: Understand our business model and ensure that all information provided is accurate and compliant with our processes and contracts.
• Sales Techniques: Use sales techniques such as open-ended questions, rapport building, and objection handling to delight customers.
• Documentation: Manage all required customer documents and signatures efficiently.
• Product Focus: Stay up to date on our core product — cars — and know their specifications and models.
• Service Distribution: Use CRM tools or in-person queuing systems to optimize customer service.

Operations Analyst, Junior

Customer Service Supervisor

Analista de Performance Operacional Pl

People Analytics Junior

Sales Consultant