Job title: call center reporting analyst
location: centro, tijuana / on site
job type: full-time
department: customer service / call center operations
reports to: call center manager / director of operations
about us:
we are a leading call center specializing in customer service, back office, sales and billing. We leverage our expertise, with your contributions, to directly impact our clients' future. We pride ourselves on utilizing cutting-edge technology and a highly skilled team to deliver excellence. Our dynamic team values collaboration, integrity, and performance. If you are passionate about driving results and thrive in a fast-paced, client-focused setting, we invite you to explore opportunities with us and make a significant difference in the lives of our customers.
about the role:
the call center reporting analyst is responsible for collecting, analyzing, and presenting data related to call center performance. This role will design, develop, and maintain reports and dashboards, offering strategic insights to help optimize service levels, agent productivity, and customer satisfaction.
requirements:
* 6 months of experience in a similar capacity.
* must be onsite in the tijuana office.
* english fluent, both written and verbal.
* types 35 words per minute.
* high level of work ethic, professionalism, punctuality, and reliability.
* proficient in using computers, software, and other relevant tools. (power bi, tableau, excel, and sql)
* ability to adapt to changing priorities and processes.
* capable of working independently and as part of a team.
* meticulous attention to detail, and accuracy while multitasking.
* ability to handle confidential information with integrity.
* stays current with industry trends and advancement.
* effective at time-management and organizational skills.
* excellent analytical and problem-solving skills.
* charismatic and influential leadership abilities.
key responsibilities:
* develop, automate, and maintain daily, weekly, and monthly call center reports and dashboards.
* monitor kpis such as aht, asa, fcr, csat, occupancy, adherence, and service level.
* partner with call center leadership to identify trends, issues, and opportunities for process improvement.
* generate actionable insights to support workforce planning, staffing, and forecasting.
* ensure data accuracy and consistency across all reporting tools and systems.
* work closely with it and operations to improve data collection and reporting efficiency.
* prepare performance presentations and ad-hoc reports for management and stakeholders.
* support the implementation of new reporting tools and technologies.
what we offer:
* competitive salary and benefits package.
* opportunities for professional development and career growth.
* a supportive and collaborative work environment.
* comprehensive training on document retrieval processes and relevant regulations.
* the chance to be part of a vital service supporting legal and medical professionals.
job types: full-time, permanent
pay: $22, $27,000.00 per month
work location: in person