Mid-level Retention Analyst

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🕒 June 18

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Sem Parar

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

O Sem Parar tem mais de 15 anos de estrada, sendo que boa parte deste tempo foi muito bem aproveitado explorando o Brasil ao lado dos seus mais de cinco milhões de clientes.

📋 Description

• Monitor daily retention operation metrics such as retention rate, volume, cancellations, callbacks, disconnections, short calls, TMO/TMA (average handling/operation times), productivity and other operational KPIs. • Identify performance deviations by partner, cell, supervisor, agent, cancellation reason, offer and other business-relevant segmentations. • Build root-cause analyses to explain result variations and support decision-making on action plans. • Support the management of service partners by preparing analyses, raising issues, conducting follow-ups and creating materials for performance meetings. • Develop and maintain analytical databases, dashboards, operational controls and executive reports to highlight primary issues and opportunities. • Monitor retention cells, pilots and special initiatives, ensuring interpretation of results, progress of indicators and recommendation of next steps. • Support the management of operational campaigns and incentives, including result verification, eligibility criteria, payment control and effectiveness analysis. • Use data, analytical tools and AI resources to accelerate diagnostics, identify behavioral patterns and support improvements in operational execution. • Collaborate with internal areas such as Operations, Planning, Data, Quality, Training, Product and vendors to ensure alignment and execution of actions. • Translate analyses into practical recommendations focused on reducing cancellations, increasing retention, improving the quality of interactions and sustaining results.

🎯 Requirements

• Experience analyzing operational metrics, operations planning, performance or operations intelligence. • Experience with customer service, retention, collections, sales, CX or contact center operations. • Advanced proficiency in Excel/Google Sheets. • Experience building and maintaining dashboards, preferably in Power BI. • Analytical capability to interpret data, identify deviations and develop root-cause diagnostics. • Strong communication skills to present analyses and recommendations to leadership, internal teams and partners. • Organized approach to managing daily routines, controls, datasets, deadlines and multiple concurrent initiatives. • Inquisitive mindset with critical thinking and a focus on continuous improvement. • Not required but a plus: • Knowledge of SQL, Power Query, DAX or automation tools. • Experience in Retention or Cancellation operations. • Experience managing service vendors/partners. • Experience with operational campaigns and incentive models. • Familiarity with speech analytics tools, AI, Copilot, AIDA or similar solutions. • Experience preparing executive materials for decision-making.

🏖️ Benefits

• Commuter allowance or office parking. • Meal allowance or food voucher — choose one of the two options. • Health insurance. • Dental insurance. • Telemedicine — available 24/7. • Wellhub (formerly Gympass). • Home office allowance. • Profit-sharing (PLR) according to current company policy. • Birthday day off — time off on your birthday and on the company anniversary. • Sem Parar tag — provided at no cost. • Life insurance. • Parental leave — paid leave for mothers, fathers or guardians to welcome the arrival of a child by birth or adoption. • Education assistance — up to 25% discount on postgraduate or MBA programs.