Job Title: Operations Reporting Analyst Department: Customer Service Company: GPS Trackit Location: Cali, Colombia Type: Full-time Work mode: Hybrid Job Description: GPS Trackit is seeking a highly analytical and detail-oriented Operations Reporting Analyst to join our Customer Service team.
In this role, you will be responsible for providing key data insights and operational reports that support the efficiency, performance, and decision-making processes of the Customer Service department.
The ideal candidate will have strong data analysis skills and a passion for improving service operations through accurate and actionable reporting.
Key Responsibilities: Data Analysis & Reporting: Analyze customer service data and develop detailed reports on key performance metrics, including response times, resolution rates, customer satisfaction scores, and other relevant KPIs.
Report Creation: Design, develop, and maintain automated and ad-hoc reports for the Customer Service team to track performance trends, operational efficiency, and team productivity.
Process Improvement: Identify trends and areas for improvement within the Customer Service department through data analysis, providing actionable insights to leadership to enhance operations and customer experience.
Collaboration: Work closely with the Customer Service team, operations, and management to ensure accurate reporting and support decision-making processes with data-driven insights.
Dashboard Management: Develop and maintain performance dashboards that give real-time insights into Customer Service metrics, making it easier for team leaders to monitor performance.
Data Integrity: Ensure the accuracy, consistency, and integrity of data being reported.
Develop processes and standards to streamline reporting efforts.
Forecasting: Provide data-based forecasting on customer service volumes and resource needs to improve staffing decisions and operational planning.
Qualifications : Experience: 2+ years of experience in a data analysis or reporting role, preferably within a customer service or operations environment.
Technical Skills: Proficiency with data analysis tools such as Excel (advanced) and Google Sheets.
Analytical Mindset: Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
Attention to Detail: Meticulous attention to detail in handling large datasets and creating accurate reports.
Communication: Strong written and verbal communication skills, with the ability to present data insights clearly and effectively to stakeholders at all levels.
Customer Focus: A commitment to improving customer service performance and delivering a superior customer experience through data-driven decision-making.
Desirable Experience with business intelligence platforms like Power BI, Tableau, or similar tools.
Experience with CRM systems (e.g., Salesforce) is a plus."
Benefits We are a company with exponential growth.
Life and health insurance coverage for you and your family.
Opportunities for professional growth and development.
Corporate discounts for you and your family.
Pet Friendly Free snacks and coffee at our offices.
Many more benefits... Powered by JazzHR