Performance & Operations Specialist – Retention

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

📋 Description

• Analyze operational performance, productivity, quality, and sales KPIs.

• Identify trends, potential risks, and areas for improvement.

• Create reports, dashboards, and business insights.

• Assist the Operations Manager in monitoring performance and tracking KPIs.

• Follow up on action plans and initiatives for continuous improvement.

• Perform root-cause analyses and support the implementation of corrective actions.

• Aid in forecasting, target tracking, and conducting performance reviews.

• Collaborate with various internal stakeholders to enhance operational performance and customer outcomes.

⛳️ Requirements

• Previous experience in Operations, Performance Management, Business Analysis, or Process Improvement.

• Familiarity with KPIs, reporting, and operational data analysis.

• Strong analytical and problem-solving abilities.

• Proficiency in advanced Microsoft Excel.

• Excellent communication, organizational skills, and stakeholder management capabilities.

• Experience in Customer Service, Sales, Retention, or Contact Centre environments is a significant advantage.

• Fluent in English.

• Proficiency in French is strongly preferred.

• Knowledge of German is a plus.

• Availability to work Monday to Friday, with shifts between 07:00 and 18:00.

🏝️ Benefits

• Target bonus: up to €300/month.

• Meal allowance: €10.20/day (approximately €224/month).

• Language allowance: €250/month for English + French.

• Flex Work allowance: €60/month.

• Permanent employment.

• Fully remote position based in Portugal.