Analyst

Do you have experience in call center management or managing a team in a call center?

📊 Are you an experienced analyst? This is exactly what we're looking for!

Job Description:

• Budgeting, measurement, and monitoring the activity of the division: Customer Service Center, Operations Department, Projects Department, Special Populations Department, Public Inquiries Department, Service Standards, Surveys, Claims Department.
• Generating reports for monitoring and controlling the departments' activities and their automation.
• In-depth analytical analysis of findings, identifying and locating failures and gaps.
• Daily control over reports generated by the provider, including checking the reliability of the data.
• Initiating improvement suggestions and efficiency goals for the service center based on findings.
• Monitoring the provider's compliance with tender requirements, identifying and reporting gaps, and managing settlements.
• Providing analytical support for division projects.
• Pricing and cost analysis of service center projects.
• Conducting process analysis and control, providing recommendations for improvement alongside the management team.
• Developing and building management tools as needed, including writing procedures and work processes for improving performance.

Conditions:

• Full-time position, Sunday to Thursday, 8.5 hours per day.

Requirements:

• Bachelor's degree - mandatory! Preference for degrees in Business Administration, Economics, Industrial Engineering.
• Experience in management roles within call centers - mandatory.
• At least one year of experience as an analyst - mandatory.
• Proven experience in analysis and research within customer service centers - significant advantage!
• Analytical skills - processing, understanding, analyzing, and investigating data, and drawing conclusions.
• Full proficiency in Office applications, with an emphasis on Excel, PowerPoint.
• PowerBI and knowledge of SQL - advantage.