BI Analyst - Reporting

Description

Job Summary: You will be responsible for tracking and monitoring operational performance, providing support and validating workforce management predictions. Key Highlights: 1. Operation monitoring and workforce management support 2. Generation of service indicator reports 3. Data analysis to improve profitability **BI ANALYST\- REPORTING** In this role, you will be responsible for tracking and monitoring operational performance, as well as providing support and validating workforce management predictions regarding the performance of various business lines within the Contact Center. You will generate service indicator reports for campaigns. **Key Responsibilities:** * Collect reliable data through analytical tools to obtain the necessary information inputs for each business line. * Review and analyze information content, ensuring it meets the required quality standards for analysis, cross-referencing with official data sources and validating with relevant departments. * Prepare presentations of results across all business lines of the Solutions Center, enabling operations to gain a clearer understanding of business line performance and campaign indicators managed by the Solutions Center. * Analyze business data with a critical and structured approach to identify patterns and trends to improve profitability. * Design and build dashboards for data visualization and easy interpretation. * Propose improvements and evolution of KPIs. **Benefits:** Base Salary: $21,701 GROSS monthly Statutory benefits and above-statutory benefits **Requirements:** * Completed Bachelor’s degree or Engineering degree (Mathematics, Statistics, or related field) * Two years’ experience managing large-scale information systems * Two or more years’ experience as a data analyst and working with dashboards * Information analysis, report creation, and presentation development * Proficiency in tools including Excel, Power BI, SQL, and Python * Knowledge of Contact Center interaction recording systems (SRM \& CRM) **Work Schedule:** 09:00 am – 19:00 pm Monday to Friday\- On-site **Work Location:** Cda. de Relox, Chimalistac, Álvaro Obregón (exiting Metrobús Dr. Gálvez.)