Measurement & Reporting Rep Sr Analyst

Responsibility

Monitoring of agent queues and generate performance reports to identify performance trends
Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side
Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies
Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency
Prepare dashboards to be used for weekly, monthly, quarterly governance meetings
prepare WBR/MBR/QBR (weekly, monthly and quarterly business review) information, be the "source of truth" for the project sales targets and actual results, overall and by segment, product, team and individual level. 
prepare dashboards and trackers to facilitate activities andresults control by team leads and operations manager
Works closely with client BI/dashboards creators to align data criterias and obtain necesary data.
Knowledge on Sales Force reporting and SQL/ queries/pivot tables.

Job Daily Expectations and Execution

Create all Salesforce Reports and Dashboards that support the analysis of the data in the operation (Accounts, Task, Activities, MQL track, Logbook, Oportunities, forecast, Quality)
Daily update the Reports in all Google Tools (Trix, Looker, Logbook and Dashboards)
Guarantee that all information its aquarate with the Google rules and metrics
Report alerts and exclusion to be aware os possibles errors in the process that involved oportunity creation and progression
Create and Update Weekly and Monthly WBR - MBR and QBR to Google and internaly
CReate an prupose visual reports that create a more faster and clear way to daily analisis to the operation