REPORTING AND ANALYTICS SR. ANALYST
Descripción de la oferta de empleo
Analyst Summary.
Create, optimize, and automate Dashboards and other Engagement Center metric reports.
Provide the corresponding analysis on a daily, weekly, monthly, quarterly, and yearly basis.
Develop & design visual means of reports and analysis along with business interpretations.
Periodic reviews to ensure data accuracy & punctuality.
Qualifications.
Computer Sciences or similar engineering degree 1+ years in report and dashboard creation.
1+ years working with SQL.
English B2 and above.
Skills.
Attention to detail.
Data analysis, interpretation & simplification.
Advanced Excel (Data/Pivot Tables, power query, complex functions).
Intermediate SQL.
Basic knowledge of Call Center (terminology, concepts, metrics).
Power BI is a plus.
Responsibilities.
Ensure all established delivery commitments are met and document all report deliveries in the corresponding trackers.
Validate data and calculations accuracy and provide operations team with interpretations of the information delivered in such reports.
Pursue a punctuality goal of 5% and a delivery goal of 98% of the reports they are responsible for.
- Coordinate with teammates to ensure ownership of their deliveries when requesting time off.
Report and analyze engagement center results and metrics including, but not limited to, Volume Point statistics, Engagement Center performance indicators & agent productivity figures.
Provide trends visibility and adequate tools to effectively monitor WFM Metrics Create Engagement Center & Agent performance presentations (KPIs include Service Level, Abandonment, Average Handle Time, Occupancy, Shrinkage, etc.) Participate in weekly metrics presentations (creating and analyzing slides and dashboards) Develop and update SQL queries for troubleshooting data and creating ad-hoc analysis as per business needs.
New developments, innovation, and continuous improvement Support in the implementation of new applications / systems focused on optimizing the resources of the Engagement Center.
Be in a constant search for knowledge, new tools and technologies and propose improvement or innovation ideas.
Seek optimization and automation opportunities to generate efficiencies in MIS processes.
Detalles de la oferta
- HERBALIFE INTERNACIONAL DE MEXICO SA DE CV
- Sin especificar
- 16/04/2024
- 15/07/2024
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