Especialista de Performance CX

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Especialista de Performance CX based in Brazil.** We are looking for a data-driven CX Performance Specialist to optimize the daily performance of B2B customer experience operations. In this role, you will monitor key operational metrics, identify bottlenecks, and implement targeted actions to improve efficiency and service quality. You will combine advanced analytics, SQL, and AI-powered tools to investigate root causes and turn insights into practical solutions. Working closely with CX leadership, Workforce Management, Process, and Training teams, you will help resolve performance issues quickly and sustainably. You will also explore large language models and automation to streamline workflows and enhance operational decision-making. This is an opportunity to shape the future of customer experience in a collaborative, technology-driven, and fully remote environment. ### Accountabilities - Operational Performance Management: Monitor daily and weekly B2B customer experience indicators, including demand, average handling time (AHT), repeat contacts, first contact resolution (FCR), and service-level agreements (SLAs). Establish regular performance reviews, weekly check-ins, and focused response sessions for critical deviations. - Action Planning and Execution: Develop and implement operational action plans to address performance gaps in real time, working directly with frontline teams to improve service quality, productivity, and efficiency. - Root Cause Analysis: Investigate operational issues by combining quantitative data with qualitative insights from call transcripts, chat logs, customer feedback, and contact reasons. Identify underlying causes and recommend targeted, measurable improvements. - Applied AI and Analytics: Use large language models (LLMs) and AI assistants to accelerate investigations, summarize customer feedback, analyze large volumes of unstructured data, and generate hypotheses that support faster decision-making. - Automation and AI Solutions: Identify opportunities to develop lightweight AI agents and analytical automations, such as automated repeat-contact categorization, ticket summarization, and executive insight generation. - Cross-Functional Collaboration: Partner with Process and Training teams to improve workflows, routing strategies, agent AI assistants, and customer service scripts. Coordinate with Workforce Management (WFM) and Planning teams to adjust staffing, scheduling, and capacity forecasts when performance deviations occur. - Strategic Decision Support: Act as a trusted partner to B2B CX leadership, translating complex analytical findings and AI-generated insights into practical recommendations, clear operational routines, and measurable business outcomes. ## Requirements - Relevant Professional Experience: Experience in operational performance, applied analytics, customer experience (CX), Customer Success, or operational intelligence in a senior or specialist-level role. - Performance Optimization: Demonstrated ability to improve customer experience metrics through data analysis and the practical application of technology and AI in day-to-day operations. - Applied Artificial Intelligence: Advanced hands-on experience with LLMs such as ChatGPT, Claude, or Gemini for data analysis, large-scale text summarization, sentiment analysis, contact-reason classification, prompt engineering, and prototyping AI-powered insights or agents. - Advanced SQL: Ability to independently query, combine, and analyze large datasets to identify trends, investigate operational issues, and support data-driven decisions. - Advanced Excel and Google Sheets: Strong skills in data modeling, scenario simulations, tactical reporting, and spreadsheet-based automation, including Google