Mid-level Retention Analyst

Sem Parar

Analista de Retenção no Sem Parar atuando em indicadores, campanhas e análise de resultados operacionais. Collaborating with internal teams for data-driven decision-making.

Posted 6/18/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Monitor daily retention operation metrics such as retention rate, volume, cancellations, callbacks, disconnections, short calls, TMO/TMA (average handling/operation times), productivity and other operational KPIs.
Identify performance deviations by partner, cell, supervisor, agent, cancellation reason, offer and other business-relevant segmentations.
Build root-cause analyses to explain result variations and support decision-making on action plans.
Support the management of service partners by preparing analyses, raising issues, conducting follow-ups and creating materials for performance meetings.
Develop and maintain analytical databases, dashboards, operational controls and executive reports to highlight primary issues and opportunities.
Monitor retention cells, pilots and special initiatives, ensuring interpretation of results, progress of indicators and recommendation of next steps.
Support the management of operational campaigns and incentives, including result verification, eligibility criteria, payment control and effectiveness analysis.
Use data, analytical tools and AI resources to accelerate diagnostics, identify behavioral patterns and support improvements in operational execution.
Collaborate with internal areas such as Operations, Planning, Data, Quality, Training, Product and vendors to ensure alignment and execution of actions.
Translate analyses into practical recommendations focused on reducing cancellations, increasing retention, improving the quality of interactions and sustaining results.

Requirements

What you’ll need

Experience analyzing operational metrics, operations planning, performance or operations intelligence.
Experience with customer service, retention, collections, sales, CX or contact center operations.
Advanced proficiency in Excel/Google Sheets.
Experience building and maintaining dashboards, preferably in Power BI.
Analytical capability to interpret data, identify deviations and develop root-cause diagnostics.
Strong communication skills to present analyses and recommendations to leadership, internal teams and partners.
Organized approach to managing daily routines, controls, datasets, deadlines and multiple concurrent initiatives.
Inquisitive mindset with critical thinking and a focus on continuous improvement.
Not required but a plus:
Knowledge of SQL, Power Query, DAX or automation tools.
Experience in Retention or Cancellation operations.
Experience managing service vendors/partners.
Experience with operational campaigns and incentive models.
Familiarity with speech analytics tools, AI, Copilot, AIDA or similar solutions.
Experience preparing executive materials for decision-making.

Benefits

Comp & perks

Commuter allowance or office parking.
Meal allowance or food voucher — choose one of the two options.
Health insurance.
Dental insurance.
Telemedicine — available 24/7.
Wellhub (formerly Gympass).
Home office allowance.
Profit-sharing (PLR) according to current company policy.
Birthday day off — time off on your birthday and on the company anniversary.
Sem Parar tag — provided at no cost.
Life insurance.
Parental leave — paid leave for mothers, fathers or guardians to welcome the arrival of a child by birth or adoption.
Education assistance — up to 25% discount on postgraduate or MBA programs.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisoperations planningperformance intelligenceExcelGoogle Sheetsdashboard buildingPower BISQLPower QueryDAX

Soft Skills

communication skillsorganizational skillscritical thinkinginquisitive mindsetanalytical capabilitycollaborationpresentation skillsattention to detailproblem-solvingtime management