Operational Efficiency and Diagnostic Consultant – Customer Service, Customer Operations

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Analyze operational workflows, processes, tools, and metrics.

• Evaluate productivity, quality, operational capacity, and workforce requirements.

• Identify inefficiencies, rework, overlapping roles, and opportunities to merge Customer Service with Technology.

• Examine the organizational structure, allocation of responsibilities, and effectiveness of leadership.

• Assess various service models, including automation, artificial intelligence, and human support.

• Engage with leaders and teams to gain insights into operational realities.

• Create an executive diagnostic report detailing opportunities, recommendations, and a prioritized action plan.

• Serve as a consultative and strategic partner to the management team in the area.

⛳️ Requirements

• Extensive experience in Customer Service, Customer Operations, Customer Experience, or Service Operations.

• Proven track record in diagnosing and enhancing operational processes.

• Familiarity with customer service, productivity, and efficiency metrics.

• Experience in workforce sizing and analyzing organizational structures.

• Knowledge of tools, automation, and technologies utilized in customer service.

• Experience in engaging with leaders and presenting strategic recommendations effectively.

• Strong systems thinking and analytical skills.

• Investigative, critical, and questioning mindset.

• Capability to comprehend people, processes, and organizational dynamics.

• Maturity to interact with leaders and independently formulate recommendations.

• Assertive communication skills, active listening, and the ability to persuade through well-founded arguments.

• A keen interest in innovation, artificial intelligence, and the advancement of customer service models.

• Possession of equipment necessary for remote work.

• Proficiency in Portuguese.

🏝️ Benefits

• Opportunity for remote work.

• Requirement to have your own equipment for remote work.

• Engagement as an external consultant or freelancer.