Business Intelligence 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 and results control by team leads and operations manager.
Works closely with client BI/dashboards creators to align data criteria and obtain necessary 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, Opportunities, forecast, Quality).
Daily update the Reports in all client´s Tools (Trix, Looker, Logbook and Dashboards).
Guarantee that all information is accurate with the client´s rules and metrics.
Report alerts and exclusion to be aware of possibles errors in the process that involved opportunity creation and progression.
Create and Update Weekly and Monthly WBR - MBR and QBR to client and internally
Create a purpose visual report that create a faster and more clear way to daily analysis to the operation
Requirements:
Knowledge of Salesforce
Experience with Data Studio reporting and dashboard creation
Proficiency in SQL, including queries and pivot tables
Familiarity with AI and productivity tools such as Claude Code, Gemini, and Copilot
Tools: Data Studio, Dashboards and reporting tools
Languages: English - Mandatory / Spanish - Nice to have
Qualifications
Minimum of 2 years of relevant experience
Barueri, São Paulo
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