Role Description Atuar na estruturação, análise e operacionalização de dados de Customer Experience, com foco em métricas de performance operacional, eficiência de atendimento e melhoria contínua da jornada do cliente, suportando decisões com base em dados e evidências quantitativas. Foco em dados e automações que otimizem e inovem processos vigentes. - Desenvolver e manter queries em SQL para extração e manipulação de dados de múltiplas fontes (CRM, plataformas de atendimento, data warehouse) - Realizar ETL (extração, transformação e carga) para consolidação de bases operacionais - Modelar datasets analíticos (camada semântica) para consumo em dashboards e análises ad hoc - Construir e manter dashboards em ferramentas de BI (Power BI) garantindo governança e padronização de métricas - Monitorar KPIs operacionais de CX, incluindo (mas não limitado a): - AHT/TMA (Average Handle Time) - Cumprir SLA de atendimento - FCR (First Contact Resolution) - Taxa de reabertura e backlog - Realizar análises exploratórias para identificação de padrões, outliers e tendências - Executar análises de causa raiz com base em dados estruturados e semi-estruturados - Apoiar testes e análises de impacto (ex: A/B testing em fluxos de atendimento ou scripts) - Trabalhar com dados de canais omnichannel (voz, chat, e-mail, bots) - Documentar queries, pipelines e definições de métricas - Trabalhar em parceria com times de Operações, Qualidade e Produto - Criar e gerenciar fluxos de automação e otimização de processos Qualifications - Superior completo em Engenharia, Estatística, Administração, Economia, Sistemas de Informação ou correlatas - SQL intermediário/avançado - Experiência com ferramentas de BI (preferencialmente Power BI) - Excel avançado - Conhecimento de modelagem de dados (star schema, normalização vs. desnormalização) - Processamento de dados (ETL/ELT) - Experiência e entendimento de métricas de Customer Experience e operações de atendimento - Capacidade de trabalhar com grandes volumes de dados e múltiplas fontes - Inglês avançado (leitura, escrita e conversação) para eventual interação com documentação técnica, clientes e/ou equipes globais Benefits - Assistência médica e odontológica - Política de reembolso para algumas condições especiais de saúde - Subsídio para medicamentos através da Funcional Health - Participação nos lucros e resultados (PLR) - Política de expatriação internacional e de transferências nacionais - Plano de previdência privada e empréstimos com taxas diferenciadas - Seguro de vida - Licença maternidade e adoção estendida de 180 dias - Licença paternidade e adoção de 20 dias - Vale refeição - Vale Transporte - Benefícios de fim de ano com Cesta de Natal e ave congelada - Brinquedo para filhos menores de 12 anos - Material escolar para colaboradores (até nível universitário) e filhos (até final do ensino médio) - Política de subsídios para cursos técnicos, pós-graduação, MBA, especializações e idiomas - Treinamentos e capacitações através da nossa universidade corporativa - Premiação por tempo de casa (a partir de 10 anos e a cada 5 anos) - Participação opcional em várias ações de voluntariado via Instituto Robert Bosch Company Description Na Bosch, moldamos o futuro por meio das inovações tecnológicas de alta qualidade e de serviços que despertam entusiasmo e melhoram a vida das pessoas. Temos uma promessa sólida para nossos colaboradores: crescemos juntos, gostamos do nosso trabalho e inspiramos uns aos outros. Junte-se a nós e sinta a diferença.

• Build and own dashboards. Design, develop, and maintain scalable reporting solutions that support key business functions. • Ensure data integrity. Perform QA, reconciliation, and validation across complex, multi source datasets. • Deliver insights, not just data. Create compelling visualizations that highlight trends, anomalies, and opportunities. • Partner cross functionally. Collaborate with Product, Engineering, Sales, and Operations to define data requirements and improve data infrastructure. • Drive data innovation. Leverage AI tools and modern analytics techniques to enhance insight generation and speed. • Enable decision making. Translate ambiguous business questions into structured analysis and clear recommendations.

Role Description Business Intelligence (BI) Data Analysis work includes: - Analyzing business intelligence data to inform business and product decisions - Blending historical data from available industry reports, public information, field reports or purchased sources as input to analyses - Identifying and analyzing industry/geographic trends and competitor market strategies and monitoring current/potential customer trends - Partners with other areas of the business (e.g., Marketing, Logistics, Customer Service, etc.) to model the outcome of implementing potential business strategies Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes. Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives. Qualifications - Professional/university degree - Approximately 1-2 years of practical professional experience in a particular area Requirements - Ability to analyze business intelligence data - Experience in blending historical data from various sources - Skills in identifying and analyzing industry trends - Collaboration with other business areas Benefits - Environment where employees feel valued, inspired, and supported - Commitment to employee happiness and healthy work-life balance - Culture of inclusion and diversity Company Description Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. We cultivate lasting client relationships and make positive contributions to our local communities.

Role Description The CHQ People Analytics team is seeking a Business Intelligence Analyst that will be responsible for supporting the design and structure of our companies’ analytics platforms. The individual will be responsible for: - Creating and maintaining dashboards - Modeling and integration of disparate data sets - Optimizing existing data structures for various use cases - Ensuring adherence to data governance standards The selected candidate will work closely with cross-functional internal teams to understand organizational data needs and use cases. If you are passionate about working with data, solving business challenges and want to work with a collaborative team that values innovation, we encourage you to apply today! Essential Functions: - Develop and maintain dashboards and reports in Power BI, Visier and other BI tools as required. - Partner with internal customers, People Analytics team members, and leadership to identify opportunities for new analytic solutions. - Work with cross-functional teams to plan, develop, and build interactive and visually appealing dashboards and reports. - Participate in Agile development cycles, including sprint planning, backlog management, and iterative solution delivery. - Help project team identify clear priorities among project activities and assist with keeping all stakeholders informed of progress and issues. - Proactively recommend changes to improve efficiency and effectiveness of analytic solutions. - Provide production and user support on an as needed basis. - Create documentation, training materials, and support training sessions for various groups on BI tools and processes. - Perform ad-hoc analysis of data. Qualifications - Bachelor's with 9 years prior experience in data engineering, or Graduate Degree with 7 years prior experience in data engineering. In lieu of a degree, minimum of 13 years of prior related experience in data engineering. - Minimum of 4 years of experience working with data visualization tools such as Power BI or Visier. - Minimum of 2 years of experience working with SQL. Requirements - Data engineering experience (BI data modeling, SQL development) - Snowflake experience. - Experience with management of back-end analytics infrastructure (building and maintaining data pipelines, ETL/ELT processes) - Strong problem-solving skills and the ability to work with complex data sets. - Demonstrated ability to quickly learn new tools and technology to deliver business results. - Exceptional verbal and written communication skills and the ability to communicate effectively with various cross-functional stakeholders. - Ability to work with large amounts of data to distill information and provide insights. - Experience working with cross-functional teams to influence outcomes in an agile environment. Benefits - Health and disability insurance - 401(k) match - Flexible spending accounts - EAP - Education assistance - Parental leave - Paid time off - Company-paid holidays