Customer Experience Specialist - Bogotá, Bogotá, Colombia, United States - Nubank

Description

About Nubank

Nubank is one of the world's largest digital financial services platforms, with more than 900 million customers in Brazil, Mexico and Colombia. As one of the world's leading technology companies, Nubank leverages its technology and innovation to create new financial solutions for individuals and SMEs that are simple, intuitive, convenient, low-cost and human. Guided by its mission to fight complexity and empower people, Nubank is advancing access to financial services in Latin America, connecting profit and purpose to create value and positively impact the communities in which it operates. For more information, visit

Our Customer Experience team

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

You can read more about it in our blog and get some insights into how we work.

As a Customer Experience WFM Analyst, you're expected to:

• Keep up to date the Workforce Management Model (WFM) for the whole Colombia Operation
• Have a great stakeholder management to unblock dependencies
• Control the hiring budget and forecast the headcount for following months for the internal team
• Control the headcount in the BPOs
• Bring best practices in terms of WFM the operation
• Lead the WFM rituals and the end to end process

We're looking for professional who are:

• At least 2 years of experience in a similar role
• Fluent in English and Spanish (able to speak, read and write well - Minimum Advanced level )
• Experience in data analysis (SQL is a must, Pyhton is a plus)
• Great people skills - good listener, great communication, enjoys engaging in discussions with people with different backgrounds and from different cultures.
• Solid analytical & multi-tasking skills.
• Attention to detail, data-management & results-oriented.
• Aligned with Nubank values

Our Benefits

• Chance of earning equity at Nubank
• Extended maternity and paternity leaves
• Health and life insurance
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Vacations of 15 workdays
• Gym partnership

The position is based in Bogotá, Colombia

Our Nu Way of Working

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion

At Nu, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.