Reporting Analyst

hace 1 semana


Colombia Teleperformance Colombia A tiempo completo

eperformance busca un Analista de Reporting que tenga experiência y fluidez en el uso de herramientas y sistemas en Excel, nível básico de MS SQL. Esta persona será responsable de analizar la información para brindar información y recomendaciones sobre tendencias, cuartiles y otros grupos de información.

**Responsabilidades**:

- Seguimiento, control y mejora de indicadores de calidad, productividad y resolución en primer contacto.
- Presentar informes de resultados al Ejecutivo de Cuenta, Director de Operaciones y Cliente.
- Analizar las bases de datos extraídas de la aplicación del cliente y de acuerdo a los resultados obtenidos previamente, diseñar estrategias que permitan generar valor al menor costo posible para el cumplimiento de los objetivos del programa.
- Analizar con periodicidad diaria ya través de cortes periódicos y en tiempo real la evolución de los indicadores la productividad de cada programa, generando las respectivas alarmas que permitan la toma de decisiones a los responsables de la operación.
- Garantizar la calidad y la Oportunidad en la información que se presenta a través de los diferentes informes.
- Analizar y alertar sobre los diversos factores que inciden en el cumplimiento de las metas de comunicación y efectividad establecidas por el Cliente.
- Reporte de Incidentes a TI por Fallas o Caídas de la Operación.

**Requisitos**:

- Estudios universitarios en análisis de datos, programación o afines.
- 0 a 2 años de experiência en el entorno de call center: Experiência en análisis de información, desarrollo de análisis de tendencias e informes de comparación.
- Comprender las herramientas y la tecnología involucradas en la elaboración de informes de rendimiento operativo a nível de centro con detalle a nível de agente. Experiência en análisis estadístico.
- Exp con MS SQL, Tableau, Power BI.
- Exp en el uso de grandes conjuntos de datos dentro de bases de datos relacionales.
- Exp gestionando y desarrollando equipos de trabajo.

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