FBS Insurance Service Operations Execution Analyst II

Location: São Paulo, Brazil

This role focuses on driving operational excellence within Service Operations for a large insurance contact center, including data analysis, root cause evaluation, change management, and cross-functional collaboration to improve service quality and customer experience.

Job Summary

The Insurance Contact Center Service Operations Excellence Team executes and manages complex operational initiatives, focusing on process improvement, solution design, and delivering business analytics to enhance efficiency and customer experience. The Service Operations Execution Analyst II is responsible for data analysis, root cause evaluations, and data-driven recommendations for process improvements, as well as developing communication and change management plans and evaluating the impact of changes on staffing and costs.

Responsibilities

• Lead the execution and chan...