Senior Analyst in Transformation Office at Martin Brower overseeing strategic initiatives and ensuring operational excellence in logistics and projects management.
About the role
- Senior Business Intelligence Analyst transforming operational data into insights for enhanced customer experience and operational efficiency at Kovi. Building dashboards and collaborating across teams to support strategic decisions.
Responsibilities
- Build and maintain operational and executive dashboards with CX metrics (NPS, Contact Rate, AHT — Average Handle Time, Average Wait Time, productivity, cost, etc.)
- Monitor operational performance, identifying deviations, trends and opportunities for improvement
- Conduct exploratory analyses and root-cause diagnostics to support decision-making
- Generate actionable insights and executive presentations for operations, leadership and the board
- Support operational sizing, forecasts and goal setting
- Structure and maintain databases and queries, ensuring data consistency and reliability
- Support strategic initiatives to improve customer experience, increase efficiency and reduce costs
- Collaborate closely with Operations, Product, Technology and Finance
Requirements
- Bachelor's degree in Engineering, Statistics, Mathematics, Economics, Business Administration, Systems or related fields
- Advanced experience in BI, analytics and data automation
- Advanced SQL
- Advanced Excel or Google Sheets
- BI tools (Looker, Power BI, Tableau or Metabase)
- Ability to translate data into business decisions
- Collaborative and communicative profile
- Strategic mindset
- Desired:
- Python or R
- Experience with Databricks, BigQuery or Snowflake
- Experience with customer support/ticketing tools (Zendesk, Salesforce, etc.)
Benefits
- Birthday Day Off: On your special day, you receive a day off to celebrate as you wish.
- Life Insurance: To protect our greatest asset — our Kovers.
- Health Plan: Support for your health and well-being.
- Dental Plan: To keep you smiling!
- Flash Card: Consolidated meal and/or food allowance on a single card.
- Transportation Voucher or Fuel Allowance: Choose how you prefer to commute.
- Support for parents and children: Childcare assistance, extended maternity leave of 180 days and extended paternity leave of 20 days.
- Wellhub: All Kovers are eligible for a fitness benefit partially subsidized by Kovi.
- Kovenção: A company-wide meeting where Kovi leadership updates the entire organization on business status.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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