Description
Job Summary:
Professional responsible for creating dashboards, preparing management reports, managing dialer systems, and analyzing productivity in a call center environment.
Key Highlights:
1. Data analysis and process optimization
2. Strategic management of dialers and mailings
3. Focus on productivity improvement and ROI
**RESPONSIBILITIES AND ATTRIBUTES**
Creation of dashboards for monitoring status (telephony, call quality, completion/call-back rates, and operational KPIs);
Preparation of management reports (daily, weekly, and monthly);
Responsibility for dialer administration (mailing load management, parameters, and timing);
Implementation of productivity improvement initiatives;
Responsibility for validation of strategies;
Identification and resolution of system issues, dialing rules, and call traffic problems;
Telephony traffic control;
Planning and implementation of improvement actions;
Capacity analysis of teams and mailing penetration;
Database hygiene;
ROI (return on investment) analysis of implemented actions;
Team sizing;
**REQUIREMENTS AND QUALIFICATIONS**
Currently pursuing a Bachelor's degree in Business Administration, Economics, Statistics, Systems Analysis and Development, or related fields;
Advanced Excel skills;
Experience in call centers;
Experience with Power BI;
Experience with Python;
Preferred: knowledge of SQL and SPSS.
Minimum Education Level: High School (Secondary Education)
* Transportation Allowance (VT)
* Meal/food allowance (VA/VR)
* Unimed health plan
* Gympass
* Dental plan