CX Performance Specialist

Caju is a Brazilian technology company that aims to bring more flavor to professional life by transforming the relationship between companies and employees through innovative and secure solutions such as the Multi-Benefits Card, Corporate Expense Solutions, and Awards. We continue to grow our pre-sales team, with diverse opportunities to work with all our products. We are looking for new talents who want to transform the benefits world with innovative solutions. Here at Caju, we are always learning and growing better together in a collaborative and fun environment! Applications from Black individuals, women, indigenous people, LGBTQIA+, and other minoritized groups are very welcome. 🧡 Apply and learn more about our team 🧡 Position Mission Work side-by-side with the B2B CX operation on a daily basis, monitoring daily performance, identifying bottlenecks in a timely manner, and directly driving efficiency and quality levers. The focus of the role is to transform data and leverage AI solutions to optimize operational routines, ensuring that deviations in anchor indicators are diagnosed, automated, and corrected swiftly at the frontline. Performance Management and Daily Levers Track the daily/weekly routine of B2B CX indicators (Demand, AHT [Average Handling Time], Callback, FCR, SLA, etc.). Build and maintain tracking rituals with the operation (performance management, performance weeklies, and war rooms for critical deviations). Create