This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Planejamento e Performance Pleno (Negócios) based in Brazil.
We are seeking a Planning and Performance Analyst to transform operational data into strategic insights that support better business decisions. This role will be responsible for monitoring key performance indicators, identifying trends, diagnosing operational challenges, and creating actionable recommendations. You will work closely with different teams to improve processes, track goals, and support capacity planning through data-driven analysis. The ideal candidate combines strong analytical skills with business understanding and the ability to communicate complex information clearly. You will contribute to continuous improvement initiatives by turning data into meaningful actions and measurable impact. This is an opportunity to work in a dynamic, high-growth environment where analytics directly influence operational excellence.
Accountabilities:
- Transform operational data into actionable insights by monitoring key performance indicators such as CSAT, SLA, inactivity rates, recurrence, response times, and ticket volumes.
- Analyze performance trends, identify operational gaps, and diagnose root causes to support continuous improvement initiatives.
- Maintain and improve existing dashboards, ensuring data visibility and accuracy for business decision-making.
- Support capacity planning activities by analyzing operational demands, team performance, and workload trends.
- Translate analytical findings into clear recommendations, highlighting business impacts and improvement opportunities.
- Monitor team OKRs and performance goals, identifying risks and proposing corrective actions when needed.
- Build performance reports and operational views that help stakeholders make informed decisions.
- Collaborate with different teams to improve processes, efficiency, and overall service quality.
Requirements:
- Previous experience in Planning, Performance, Business Analytics, or related roles.
- Strong proficiency in Excel or Google Sheets for data modeling and analysis.
- Familiarity with data analysis tools such as Metabase.
- Knowledge of SQL for extracting, combining, and analyzing data from multiple sources.
- Strong analytical mindset with excellent organizational skills and the ability to manage priorities in a fast-paced environment.
- Ability to communicate insights clearly and adapt communication to different audiences.
- Experience analyzing operational data from customer service, customer success, or related areas is a plus.
- Experience working with Zendesk or other customer support management platforms is an advantage.
- Knowledge of continuous improvement methodologies such as Lean or Six Sigma is desirable.
- Experience in EdTech or B2B SaaS environments is considered a plus.
Benefits:
- Meal and/or food allowance.
- Health and dental insurance plans.
- Transportation allowance.
- Extended maternity and paternity leave.
- Childcare assistance.
- Health and wellness support through partnerships with wellbeing platforms.
- Education incentives and professional development opportunities.
- Discounts on travel services.
- Pet health plan partnership.
- Access to educational materials for employees’ children.
- Partnerships for MBA and postgraduate programs.
- Inclusive and diverse workplace culture focused on employee growth and belonging.
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