Reporting Analyst Bilingüe

hace 2 semanas


Desde casa, Colombia Teleperformance A tiempo completo

Overview:

- Debe tener experiência y fluidez en el uso de herramientas y sistemas en Excel, nível básico de MS SQL.
- Posibilidad de configurar rápidamente los datos en soluciones de informes y análisis.
- Se requiere capacidad para cumplir con los plazos en un entorno acelerado. Debe tener la capacidad de trabajar de forma independiente y como parte de un equipo.
- Habilidad para analizar información para dar ideas y recomendaciones sobre tendencias, cuartiles y otros grupos de información.
- Excelentes habilidades de comunicación (escritas y verbales) son esenciales.
- Garantizar el ciclo completo de Reporting.

**Responsibilities**:

- 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 junto al coordinador de la campaña específica, 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 tomar decisiones a los responsables de la operación.
- Tiene la responsabilidad directa de informar a Regional y Operaciones, según se requiera.
- 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.
- Realiza otras tareas que se le asignen.

Qualifications:

- Obligatorio: Mínimo 1ro semestre de estudios universitarios, en análisis de datos, ingenierías, Administración de empresas o carreras afines.
- Nível de inglés B2
- Deseables 3 meses de experiência en el entorno call center: Experiência en análisis de información, desarrollo de análisis de tendencias e informes de comparación o que actualmente haga parte del proceso Jump en la compañía o que este finalizado.
- Comprender las herramientas y la tecnología involucradas en la generación de informes de rendimiento operativo a nível central con detalle a nível de agente. Experiência en análisis estadístico.
- Deseable experiência con MS SQL, Tableau, Power BI u otras herramientas avanzadas de visualización y administración de datos.
- Deseable experiência en la gestión y desarrollo de equipos de trabajo


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