Job Title:

Associate, Operation Support

Job Description

Analyzes call center data, creates reports on key performance indicators (KPIs) like call volume and service levels, identifies trends, and recommends improvements for efficiency and customer satisfaction. Key skills include strong analytical ability, expertise in reporting tools and databases, excellent communication, problem-solving, and a deep understanding of call center operations and metrics.

Main responsibilities

Data Analysis & Reporting: Collects, examines, and interprets call center data to track performance metrics. KPI Monitoring: Monitors key performance indicators such as call volume, abandonment rate, service level, and customer satisfaction. Trend Identification: Identifies trends in call patterns, agent performance, and call quality. Report Generation Creates and distributes reports to management, detailing performance and identifying areas for improvement. Process Improvement: Provides recommendations to management for improving operational processes, service quality, and efficiency. Collaboration: Works with other departments, like quality assurance and training, to address issues and implement changes. 

Required Skills and Qualifications

Analytical Skills: Strong ability to analyze data and draw meaningful conclusions. Technical Proficiency: Expertise in using reporting tools, business applications, and Microsoft Office Suite. Communication Skills: Excellent verbal and written communication skills to present findings and recommendations effectively. Problem-Solving Abilities: Ability to identify operational challenges and suggest viable solutions. Attention to Detail: Meticulous attention to detail in data documentation and analysis. Understanding of Call Center Operations: Knowledge of call center processes, systems, and performance metrics. Experience: Previous experience in a call center environment or in a reporting/analyst role is often required.

Typical Tools Used

Reporting Software: Specialized call center reporting tools.Spreadsheets: Microsoft Excel for data analysis and reporting.Databases: Familiarity with customer databases and CRMsManage: Sharepoints on Premises and M365, HTML, JavaScript and CSS

Location:

GTM Guatemala City - Av de las Américas 6-69 Zona 14

Language Requirements:

Spanish (Required)

Time Type:

Full time

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