**We are looking for an Analyst to join our WFM team at Bento Internacional call center.** In this role, you will be responsible for managing and optimizing the operational efficiency of our call center. Your role will be crucial in ensuring that customer service processes run accurately and effectively. **Requirements:** **1. Intermediate - Advanced Excel** | Knowledge of relative and absolute cell references | Mathematical, statistical, lookup & reference, text, and logical functions | Nested conditions | Use of pivot tables with calculated fields | Pivot charts **2. Basic - Intermediate SQL** (Understanding of database structure, simple queries, data filtering, sorting, data cleaning, aggregate functions, grouping, joins (minimum between two tables)) **3. Knowledge of call center KPIs** (Contact rate, Effective Calls, conversion, base penetration, SPH, CEPH, %OCC, %UTI, %ADH, %Absenteeism) **4. Real-time monitoring** (Dialing strategies, dialing ratio configuration, availability, abandonment, and list management). Requirements: * Mandatory proven experience in a call center as a **Database Analyst** As a Dialer Analyst, your primary responsibility will be analyzing call data and providing detailed reports on team performance. You must collaborate with team leaders to identify areas for improvement and propose solutions that enhance customer satisfaction and operational efficiency. Previous experience in data analysis and familiarity with call management systems is required. Strong analytical skills and the ability to perform under pressure are essential. Additionally, a proactive attitude and strong teamwork capabilities are critical for success in this role. **MAIN RESPONSIBILITIES** 1. Configuration of dialing ratios and availability management. 2. Real-time monitoring and recommendations (corrective and/or preventive actions). 3. Post-mortem reporting. 4. Design strategies to improve effective contact and sales. 5. Tracking and measurement of incidents, system outages, audio or network issues, justified or unjustified breaks, and exceptions. **WE OFFER:** * Competitive base salary * ADDITIONAL BONUSES * Statutory benefits from day one * Profit sharing * Vacation entitlement * Christmas bonus * Vacation premium * FONACOT * Dining area * Central location near Metro Hidalgo * FIXED DAY OFF ON SUNDAYS Bento Internacional takes pride in offering a dynamic work environment and a culture focused on professional growth. If you have a meticulous attention to detail and a desire to contribute to the success of our call center, this position is for you. If you are interested in joining a dedicated team and a company that values professional development, this opportunity is for you. **Don't hesitate to apply and become part of our excellence in customer service team.**