Job Description

Job Description

Job Description

Join Our Team! | Business Analytics Specialist

Are you passionate about data analysis and strategic decision-making? We are looking for a Business Analytics Specialist to support our Contact Center operations through trend analysis, resource optimization, and compliance with key performance metrics.

Job Summary

The Business Analytics Specialist will be responsible for analyzing customer contacts (Inbound & Outbound) to identify patterns, generate insights, and support data-driven decision-making. This role also ensures service level compliance, identifies deviations, and collaborates with leadership on strategies to improve operational efficiency.

Added Value:
Opportunity to support clients in Puerto Rico and the United States, expanding your professional experience in a dynamic and international environment.

Key Responsibilities:

• Analyze historical call, chat, and email volumes to identify trends, anomalies, and seasonal changes in order to forecast resource demand, workload volumes, and produce intraday interval projections.
• Validate forecasts, ensure accuracy, and recommend adjustments.
• Create and adjust work schedules based on data analysis and shrinkage.
• Ensure compliance with quality standards and schedule optimization.
• Recommend the resources needed to meet service guarantees, specifically service level targets.
• Identify root causes and propose operational improvements.
• Support special continuous improvement projects.
• Coordinate strategies in response to volume fluctuations (high or low).
• Produce forecasting exercises at least two months in advance, considering multiple scenarios, applying the appropriate criteria according to the line of business, and including risks and recommendations.

Requirements:

• Bachelor’s degree in Computer Science, Business Administration, Engineering, or related fields (or equivalent experience).
• Minimum of 1 year of experience supervising or coordinating teams (preferably in a Contact Center environment).
• Advanced Microsoft Excel skills (required), including:
  • Pivot Tables
  • VLOOKUP / XLOOKUP
  • Macro creation (VBA)
  • Analysis of large data sets
• Knowledge of:
  • Power BI , Power Query
  • Languages: DAX, VBA, SQL
• Experience with tools such as PowerPoint, Word, and SharePoint.
• Excellent analytical and critical thinking skills.
• Bilingual (Spanish and English) preferred .
• Excellent communication skills.

Benefits:

• Specialized training
• 24/7 Telemedicine
• Wellness programs
• Medical, life, and retirement plans
• Paid leave
• Professional growth opportunities

Location: Guaynabo or Mayagüez, PR (On-site)
Employment Type: Full-time | Regular

We are an Equal Opportunity Employer (EEOC).

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