Operations Analyst

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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Arco é uma companhia brasileira focada em soluções educacionais para o ensino básico que desenvolve conteúdo, tecnologia e serviços para mais de 1.3 milhões de alunos e +5.000 escolas privadas de todo o país, abrangendo os segmentos da educação infantil ao ensino médio.

📋 Description

• Execute the end-to-end Offboarding process for schools using internal tools (such as Salesforce), ensuring complete, accurate and traceable records of all steps, deadlines and information; • Calculate and consolidate schools' outstanding balances, ensuring accuracy in calculations and consistency of the data used; support the preparation and validation of debt spreadsheets to ensure they correctly reflect the institution's financial history; • Provide support to schools via Zendesk and other official channels, delivering clear, standardized responses within the defined SLA; • Manage the Offboarding email inbox, ensuring organization, prioritization and timely responses to schools' requests; • Conduct communications with schools throughout the closure process to ensure a consistent customer experience; • Collaborate with partner areas such as FinOps, Collections, Customer Service and Consultants to resolve pending issues and align information; • Maintain operational control of cases by tracking statuses, SLAs and potential process deviations; • Monitor Offboarding dashboards and operational controls to ensure data consistency and act promptly on deviations; • Support the identification of failures and opportunities for improvement in Offboarding processes, contributing to increased operational efficiency; • Ensure the quality and organization of recorded data, maintaining traceability and reliability for future analyses; • Work flexibly on operational tasks for partner teams, especially Risk, during periods of lower Offboarding volume, providing execution and support based on team priorities.

🎯 Requirements

• Previous experience in operational, administrative or back-office routines, handling high volumes of tasks with a need for strong organization; • Strong organizational and task-control skills, attention to detail and a commitment to quality deliverables; • Experience providing customer or stakeholder support, with clear and effective written and verbal communication; • Experience using tools and systems (e.g., CRM, support platforms or spreadsheets), with disciplined recording and updating of information; • Ability to manage multiple simultaneous demands while meeting defined deadlines and SLAs; • Proactive profile in identifying operational issues and willingness to act to resolve them.

🏖️ Benefits

• Meal allowance and/or meal voucher • Health and dental plan • Commuter/transportation allowance • Extended maternity and paternity leave • Childcare assistance • Health and well-being support: partnerships with Wellhub and Zenklub • Educational assistance • Discount on airline tickets • Partnership with a pet health plan • Access to Arco educational materials for employees' children • Partnerships for MBA and postgraduate programs