Emploi Guatemala
Titre du poste : Business Analyst
Entreprise : Everise
Description du poste : Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Job Requirements:1. Enhance Reporting & InsightsDevelop real-time dashboards to track agent and team performanceStandardize weekly/monthly reports for leadership visibilityMaintain quartile progression tracking to identify performance gaps2. Target Setting & Performance Management:Define clear and data-backed target for teamsEstablish predictive analytics models to forecast performance trendsImprove agent coaching strategies based on data insights3. Penalty Reduction & Compliance Monitoring :Identify root cause of penalties and provide actionable solutionsTrack adherence and compliance metrics to ensure SLAs are metImplement early warning systems to prevent breaches4. Operational Optimization & Cost SavingsStreamline manual reporting processes and automate key reportsProvide staffing and shrinkage analysis to optimize operational planningQualifications:Experience developing workflows in different systemsExperience with ticket managementExperience writing and managing user/client interfaceAbility to facilitate user acceptance testing with a clientUnderstand full cycle development and the importance of traceability from requirements through testingBachelor’s degree in information systems, engineering, computer science, business, finance or other related disciplinesIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Salaire attendu :
Localisation : Ciudad de Guatemala
Date du poste : Sat, 12 Apr 2025 00:19:50 GMT
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