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