Winover Contact Center

Senior Digital Analyst

Winover Contact Center

full-time

Posted on:

Location Type: Hybrid

Location: Mogi das Cruzes • 🇧🇷 Brazil

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Job Level

Senior

About the role

  • Define the strategy for using digital channels aligned with the operational plan.
  • Deeply analyze performance data and recommend optimizations in conversation scripts, channels, and response times.
  • Work on the architecture and testing of digital journeys with APIs, bots, and integrations with CRMs and ERPs.
  • Lead projects to implement new digital channels and improvements to existing platforms.
  • Ensure governance, version control, and technical documentation of digital flows.
  • Conduct meetings with internal teams and vendors to drive the technological evolution of channels.
  • Perform benchmarking and propose market trends applicable to the digital operation.

Requirements

  • Bachelor's degree or equivalent.
  • Experience with digital customer service platforms (WhatsApp Business API, Robbu, Gupshup, Genesys, RCS, etc.).
  • Ability to configure journeys, model flows, create templates, monitor metrics, and optimize delivery/open/response rates.
  • Knowledge of integrations via API, events, and automations.
  • Familiarity with digital KPIs and a deep understanding of Meta's policies.
  • Analytical, organized profile with a product mindset and sufficient technical understanding to engage with vendors and IT.
  • Ability to execute quickly, test, validate, and continuously iterate and adjust.
Benefits
  • Health insurance
  • Dental insurance
  • Discounts at partner pharmacies
  • Meal allowance
  • Transportation allowance
  • Childcare assistance
  • Partnerships with universities, technical schools, and language schools.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
APIdigital customer service platformsperformance data analysisjourney configurationflow modelingtemplate creationmetrics monitoringdigital KPIsoptimizationstechnical documentation
Soft skills
analyticalorganizedproduct mindsetcommunicationleadershipcollaborationadaptabilityproblem-solvingexecutioniteration
Certifications
Bachelor's degree