Data & Reporting Analyst

Description

Job Summary: We are seeking a Data & Reporting Analyst to support operations and coordinate real-time performance of our CS LATAM Hub, with a focus on reporting, KPI analysis, and automation. Key Highlights: 1. Role with direct impact on operational visibility and decision-making 2. Exposure to multicountry operations and regional leadership 3. Growth opportunities in Business Intelligence and Continuous Improvement **LlamaPixel** is a company specialized in providing strategic support to the iGaming industry. We deliver top-tier customer service, available **24/7**, to Spanish-speaking users across multiple Latin American countries, within a dynamic, collaborative, and highly technological environment. We are currently seeking a **Data \& Reporting Analyst** to support operations and coordinate real-time performance of our new CS LATAM Hub in Lima. Key Responsibilities * Reporting, Data Management, and Dashboards * Download, consolidate, clean, and organize operational data from various systems and databases. * Prepare daily, weekly, monthly, and ad hoc reports for operations in Brazil and Peru. * Design structured reports and dashboards to support Operations. * Ensure accuracy, consistency, and reliability of all reported information. * Maintain clear reporting routines, KPI definitions, data sources, and calculation logic. * Standardize report templates and management views for both countries. * Build and maintain dashboards using tools such as Excel, Google Sheets, Looker Studio, BigQuery, or similar. * KPI Analysis, Insights, and Root Cause Investigation * Analyze key Customer Service KPIs such as SLA, backlog, aging, response time, AHT/TMO, and productivity. * Identify KPI deviations, volume spikes, productivity gaps, backlog movements, and service-level risks. * Analyze operational curves, trends, and performance behavior by interval, day, week, channel, queue, or team. * Investigate root causes behind SLA drops, backlog increases, productivity issues, volume changes, and atypical behaviors. * Explain what changed, why it changed, what impact it generated, and what actions should be considered. * Communicate deviations, spikes, and unusual trends clearly and promptly. * Automation and Operational Visibility * Automate recurring reports, especially hourly, intraday, and daily reports. * Reduce manual work through improved templates, formulas, data flows, and automations. * Create practical visibility tools to monitor performance throughout the day. * Provide intraday support via hourly reports, performance updates, and operational alerts when necessary. * Collaborate with WFM and Operations to understand forecast vs. actual deviations, capacity gaps, and operational risks. * Support incident visibility when performance is affected by system failures, traffic spikes, staffing gaps, or operational constraints. * Business Presentations and Communication * Translate complex operational data into simple, visual, and actionable messages. * Develop executive presentations in PowerPoint, Google Slides, or similar tools. * Present findings with context, analysis, risks, recommendations, and next steps. * Participate in performance meetings, business reviews, and operational governance routines. * Communicate insights with clarity, objectivity, and business-oriented perspective. Requirements and Experience * Minimum 2 years of experience in data analysis, reporting, dashboards, or operational analytics within call centers, contact centers, or BPOs. * Strong knowledge of Customer Service and Contact Center KPIs: SLA, backlog, aging, response time, AHT/TMO, productivity, adherence, volume, forecast vs. actual, and quality metrics. * Proven experience building operational reports and dashboards from raw databases, including data cleaning and consolidation. * Advanced proficiency in Excel or Google Sheets (pivot tables, lookups, formulas, and data organization). * Experience developing executive presentations in PowerPoint, Google Slides, or other tools. * Ability to analyze data, detect trends, explain KPI movements, and propose practical recommendations. * Advanced or fluent English. * Portuguese is desirable but not mandatory, especially given the scope of operations in Brazil. * Experience with Looker Studio, SQL, Zendesk, or other CRM/helpdesk platforms, contact center dashboards, or basic report automation is desirable. What We Offer * Opportunity to support Customer Service operations in Brazil and Peru. * Role with direct impact on operational visibility, performance management, and decision-making. * Exposure to multicountry operations, regional leadership, and governance routines. * Work environment that values data, structure, ownership, and continuous improvement. * Growth opportunities in Business Intelligence, Performance, WFM, Continuous Improvement, and Customer Service Operations. Benefits * Working hours: **Monday to Friday, 9:00 to 6:48** * **Work mode: 100% in-person** * Monthly salary: **S/ 2,452** * Monthly food card * EPS (private health insurance) covered at **100%** by the company. Job Type: Full\-time Pay: S/.2,452\.00 per month Work Location: In person