Analista Senior de Negocios en Operaciones de Servicio

Analista Senior de Negocios en Operaciones de Servicio

Regular

Exempt

GENERAL DESCRIPTION

Responsible for driving service excellence by consolidating, analyzing, and interpreting complex operational data to support strategic decision-making. Ensures management optimizes service delivery, enhances operational efficiency, and improves customer experience and retention through actionable, data-driven insights and reliable reporting.

ESSENTIAL FUNCTIONS

• Transform complex data sets into strategic insights that inform Customer Experience, Operations, and Leadership strategies and initiatives.

• Maintain and enhance executive-level dashboards; prepare and deliver strategic analyses for executive forums, translating insights into operational reports that support informed decision-making.

• Evaluate complex data systems and programs, providing insights and support for both ad hoc and recurring management and customer requests.

• Develop, present, and summarize comprehensive reports to management, offering actionable recommendations to improve service performance.

• Collect, interpret, and analyze customer service data from various sources, including operational workflows, performance metrics, inbound/outbound calls, retention initiatives, Voice of the Customer (VoC) dashboards, and Short Message Service (SMS) campaigns, to identify trends, gaps, and opportunities for enhancement.

• Consolidate and validate data from diverse engagement channels to ensure accuracy and completeness for reliable analysis.

• Collaborate with cross-functional teams to ensure data alignment, integration, and consistency across reporting platforms.

• Continuously monitor the accuracy and reliability of operational dashboards and automated processes, promptly identifying and flagging issues that could affect performance goals.

• Maintain accurate, timely recurring reports and ensure dashboards are optimized to support effective service management decisions.

• Organize planning sessions and stakeholder meetings to review key outcomes, discuss improvements, and refine reporting packages.

• Assist in gathering and preparing materials for status updates and contribute to the design, documentation, and implementation of reporting enhancements to improve data-driven outcomes.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS

Education and Experience: Bachelor’s Degree in Business Administration, Information Systems, Accounting, Finance, or related areas. At least five (5) years of experience in data analysis, business analysis, and process improvement, preferably in customer service or service operations, demonstrating a proven ability to translate complex data into executive-level insights that drive operational efficiency, enhance customer experience, and improve retention.

"Proven experience may be replaced by previously established requirements."

Certifications / Licenses: N/A

Other: Proficient in data visualization tools (e.g., Tableau, Power BI) and advanced Excel, with strong knowledge of data analysis methodologies and business intelligence platforms. Knowledge of SQL and understanding of customer service metrics, operational workflows, and performance analysis is preferred.

Languages:
Spanish – Advanced (comprehensive, writing, and verbal)
English – Intermediate (comprehensive, writing and verbal)

“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”