Data Analyst

• Lead the development and continuous evolution of strategic and operational dashboards, integrating multiple data sources (local and regional) to support senior management decision-making.
• Identify opportunities to automate and optimize reporting processes, proposing and implementing scalable solutions that reduce rework and increase analytical efficiency.
• Conduct in-depth analyses of operational KPIs and call center performance, anticipating deviations, risks and opportunities, and producing actionable recommendations for business areas.
• Plan and execute advanced forecasting models (call volume forecasts) on a weekly and monthly basis, considering multiple variables (seasonality, campaigns, strategy changes, etc.).
• Ensure data governance and integrity for reporting datasets by executing robust quality controls and proactively resolving inconsistencies.
• Act as an internal consultant for operations, quality and customer service teams, helping translate business needs into effective data solutions.
• Coordinate and be accountable for strategic deliverables in regional forums, actively participating in meetings with stakeholders across different Latin American countries.
• Develop technical and functional documentation according to project requests from other areas.
• Apply practical experience in call center workforce planning, with mastery of concepts such as AHT sizing, Service Level, SLA, abandonment rate and occupancy.
• Apply practical experience in planning call centers focused on sales and service renewals for connectivity products, with command of metrics such as conversion, recovery, re-engagement and campaign effectiveness.
• Serve as an agent of continuous improvement, proposing strategic, data-driven initiatives to optimize resources, improve performance and drive operational and commercial results.

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