Data & Reporting Analyst, Contact Center

LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier, 24/7 customer support to Spanish-speaking users across multiple countries in Latin America, within a dynamic, collaborative, and highly technological environment.

We are currently looking for a Data & Reporting Analyst to lead a high-performing team at our new LATAM CS Hub in Lima. If you are passionate about developing talent, working with performance indicators, and making a real impact on the customer experience, this opportunity is for you.

About the Role

This role is focused on transforming operational data into reliable reports, dashboards, business presentations and actionable insights that support daily decision-making across Brazil and Peru Customer Service operations.

The position will help Operations, WFM, Supervisors and Leadership understand performance trends, identify risks, explain KPI movements and improve operational visibility.

Intraday visibility may be required, the main focus is on data analysis, reporting, dashboard creation, KPI interpretation, root cause analysis, automation and operational insights.

We are looking for someone analytical, organized and detail-oriented, with experience in call center, contact center or BPO environments. The ideal candidate understands Customer Service KPIs, can explain performance movements with business context, and provides practical recommendations based on data — not only numbers.

Key Responsibilities

1. Reporting, Data Management and Dashboards

• Download, consolidate, clean and organize operational data from different systems and databases.
• Build daily, weekly, monthly and ad hoc reports for Brazil and Peru Customer Service operations.
• Create structured reports and dashboards to support Operations.
• Ensure data accuracy, consistency and reliability across all reports.
• Maintain clear reporting routines, KPI definitions, data sources and calculation logic.
• Standardize reporting templates and management views across both countries.
• Build and maintain dashboards using tools such as Excel, Google Sheets, Looker Studio, BigQuery or similar platforms.

2. KPI Analysis, Insights and Root Cause

• Analyze key Customer Service KPIs, including SLA, backlog, aging, response time, AHT/TMO, 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 abnormal KPI behavior.
• Explain what changed, why it changed, what impact it created and what actions should be considered.
• Communicate spikes, deviations and unusual performance trends in a clear and timely way.

3. Automation and Operational Visibility

• Automate recurring reports, especially hourly, intraday and daily operational reports.
• Reduce manual work in reporting routines through better templates, formulas, data flows and automation.
• Create practical visibility tools to help the operation track performance throughout the day.
• Support intraday visibility through hourly reports, performance updates and operational alerts when required.
• Partner with WFM and Operations to understand forecast vs. actual deviations, capacity gaps and operational risks.
• Support incident visibility when performance is affected by system issues, traffic spikes, staffing gaps or operational constraints.

4. Business Presentations and Communication

• Translate complex operational data into simple, visual and actionable business messages.
• Prepare business presentations using PowerPoint, Google Slides or similar tools.
• Present findings with context, analysis, risks, recommendations and next steps.
• Support performance meetings, business reviews and operational governance routines.
• Communicate insights with clarity, objectivity and a strong business mindset.

Required Qualifications, Experience and Tools

• Minimum 2+ years of experience in data analysis, reporting, dashboards or operational analytics within call center, contact center or BPO environments.
• Strong understanding of contact center and Customer Service KPIs, including 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, consolidation and structured reporting.
• Advanced Excel or Google Sheets skills, including pivot tables, lookups, formulas and data organization.
• Experience preparing business presentations using PowerPoint, Google Slides or others.
• Ability to analyze data, identify trends, explain KPI movements and provide practical recommendations.
• Advanced or fluent English.
• Portuguese is a strong advantage but not mandatory, especially due to the Brazil operation scope.
• Desirable experience with Looker Studio, SQL, Zendesk or similar CRM/helpdesk platforms, contact center dashboards or basic report automation using spreadsheets, BI tools or scripts.

What We Offer

• The opportunity to support Customer Service operations across Brazil and Peru.
• A role with direct impact on operational visibility, performance management and decision-making.
• Exposure to cross-country operations, leadership routines and performance governance.
• A work environment where data, structure, ownership and continuous improvement are valued.
• Growth opportunities in Business Intelligence, Operations Performance, Workforce Management, Continuous Improvement and Customer Service Operations.

Benefits

• Working schedule: Monday to Friday, 9:00 AM to 6:48 PM
• Monthly salary: S/ 2,452
• Monthly food allowance card
• EPS private health insurance fully covered (100%)