Bilingual Data and Reporting Analyst

Description

Summary: Seeking a Data & Reporting Analyst to manage operational data, create dashboards, analyze customer service KPIs, and provide actionable insights in a technology-driven environment. Highlights: 1. Dynamic, collaborative, and technology-driven environment 2. Opportunity to support customer service operations in Brazil and Peru 3. Growth opportunities in Business Intelligence and Performance **Llamapixel** is a company that provides top‑tier 24/7 support to Spanish‑speaking users across Latin America, within a dynamic, collaborative, and technology‑driven environment. We are looking for a Data \& Reporting Analyst for our on‑site location in Lima, Peru. **Main Responsibilities** * Manage and organize operational data from multiple systems; build daily, weekly, monthly, and ad hoc reports. * Create and maintain structured dashboards and standardized report templates for Brazil and Peru. * Ensure data accuracy, consistency, and reliability across all reporting. * Analyze key Customer Service KPIs (SLA, backlog, aging, response time, AHT/TMO, productivity) and identify deviations, trends, and risks. * Investigate root causes behind KPI changes and clearly communicate findings, impacts, and recommended actions. * Automate recurring reports and reduce manual workload through improved templates, formulas, and data flows. * Provide intraday visibility and operational alerts; support WFM and Operations in understanding forecast vs actual gaps. * Translate complex data into clear, actionable insights and build executive presentations for business reviews. **Requirements \& Experience** * Minimum 2 years of experience in data analysis, reporting, dashboards, or operational analytics in 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 indicators. * Proven experience building operational reports and dashboards from raw databases, including data cleaning and consolidation. * Advanced Excel or Google Sheets skills (pivot tables, lookups, formulas, data organization). * Experience creating executive presentations in PowerPoint, Google Slides, or similar tools. * Ability to analyze data, detect trends, explain KPI movements, and propose practical recommendations. * Advanced or fluent English. * Portuguese desirable but not mandatory, especially due to the scope of operations in Brazil. * Desirable experience with Looker Studio, SQL, Zendesk, CRM/helpdesk platforms, contact center dashboards, or basic report automation. **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 * Work schedule: Monday to Friday, 9:00 AM to 6:48 PM. * 100% on‑site work in Lima. * Enrollment in the company payroll from day one, with all legally mandated benefits. * Food allowance: S/300 per month. * EPS coverage at 100%. * Competitive salary within the market. We are committed to protecting the privacy and personal data of all individuals participating in our recruitment processes, in accordance with **Peru’s Personal Data Protection Law**. The information provided by candidates is used solely for evaluation and selection purposes and is handled with strict security and confidentiality measures.If you would like to read the full **Privacy Policy for Applicants**, you can access it here: ***https://docs.google.com/document/d/1dHaiYlxZiuHHx41T\-ou8OYJSgRutu6sW/edit?usp\=sharing\&ouid\=105452786369524995446\&rtpof\=true\&sd\=true*** Job Type: Full\-time Pay: S/.1\.00 per month Application Question(s): * ¿Confirmas que deseas participar en el proceso de selección y autorizas el tratamiento de tus datos personales conforme a nuestra Política de Privacidad para Postulantes? * ¿Cuántos años de experiencia tiene en Análisis de Datos? * Indique su nivel en inglés. * Indique su expectativa salarial. Work Location: In person