Analyst II – Operations

Role Overview

• Manage vacation schedules for the operation.
• Monitor individual agent metrics (daily and consolidated).
• Analyze passive and active turnover by supervisor and coordinator.
• Prepare daily and consolidated absenteeism reports.
• Prepare results presentations for Operations and monitor follow-up actions.
• Consolidate campaign rewards and incentives.
• Interact with local Process and Planning teams to reduce questions and align actions.
• Define and allocate the service handling guidelines per cell.
• Assist with action plans for operational indicators.
• Interface with Processes, Projects, and IT teams.
• Monitor new training cohorts and updates in the GIP (board).
• Manage information and updates for the site's Operational Systems.
• Monitor and update cell tools (GIP, FPW, and Management Board).
• Track overtime, time bank, and compensations.
• Submit justifications for unplanned logouts, schedule adjustments, shift carryovers, and time bank entries.
• Perform other duties related to the role.

Requirements

• Bachelor's degree (completed).
• Intermediate knowledge of Microsoft Office.
• Advanced knowledge of Operational Systems.
• Behavioral skills: structured and critical thinking, problem solving, clear communication, time management.
• Organization and planning skills.

Benefits

• Childcare allowance for children up to 5 years old.
• Allowance for children with special needs — no age limit.
• Health and dental insurance.
• Life insurance.
• Transportation voucher.
• Meal and/or food allowance.
• PPR
• Results Participation/Profit Sharing Program.
• Wellhub (well‑being platform).
• Partnerships with various companies (educational institutions, language schools, and others).
• Benefits are subject to a set of eligibility requirements, which will be provided at the time of hiring.