Analista III en unidad de riesgos financieros analizando procesos y proponiendo mejoras para Grupo Bancolombia.
About the role
- Junior Analyst at MAG focusing on operational planning with metrics analysis and capacity management. Supporting data-driven decision-making and operational strategies in a hybrid work model.
Responsibilities
- Perform sizing and monitoring of operational capacity (forecasting, scheduling, productivity and adherence).
- Monitor and analyze operational metrics (SLA, Service Level, AHT - Average Handle Time, AWT - Average Wait Time, occupancy, absenteeism and NPS).
- Prepare management reports and dashboards to monitor performance.
- Support operations with critical analyses, proposing action plans for performance deviations.
- Work closely with Operations and Quality teams to ensure alignment of strategies.
- Monitor impacts of campaigns, seasonality and process changes.
- Contribute to the continuous improvement of planning processes.
- Support management decision-making through data and analysis.
Requirements
- Bachelor's degree in Business Administration, Engineering, Statistics, Economics or related fields.
- Prior experience in Operational Planning / Call Center.
- Knowledge of operational metrics.
- Advanced Excel (will be tested);
- Experience with Power BI and SQL query tools.
- Availability for hybrid work, on-site 4 to 8 times per month in downtown Rio de Janeiro. If you are a MAG employee living outside Rio, work should be performed at the nearest MAG unit to your residence with the same frequency.
- Preferred qualifications:
- Experience with omnichannel planning.
- Experience with customer service platforms.
- Knowledge of continuous improvement methodologies.
Benefits
- Competitive salary
- Transportation allowance
- Meal allowance (no payroll deduction and maintained during vacation)
- Food allowance (no payroll deduction, maintained during vacation, plus extra balance in December)
- Health insurance
- Dental plan
- Childcare assistance
- Private pension plan
- Funeral assistance (extends to dependents and parents)
- Performance-based bonus (PPR)
- Life insurance
- Gympass
- Psychological, financial and legal assistance for you and your dependents
- Medical and nutritional consultations
- Happy Day - one day off during your birthday month
- Corporate university
- Extended maternity and paternity leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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