Hybrid Data & Insights Reporting Manager

Tamarind Intelligence; Madrid; Híbrido; EUR 45.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model (up to two days/週

Travel discounts

Discounts on Medical Insurance plans

Descripción de la vacante

Ryanair Labs is seeking a detail-oriented Reporting Manager to own our reporting infrastructure within the Customer Support Operations team in Madrid. You will transform raw support data into actionable insights to drive strategic decisions across the business.

Lead the creation of advanced Zendesk Explore reports and dashboards, monitor SLA targets, and optimize ticket routing workflows. This hybrid Madrid-based role involves cross-functional collaboration with Support, Operations, and

Formación

• 3–5+ years of experience in a reporting, analytics, or business intelligence role, preferably within a customer support or operations environment.
• Demonstrated expertise with Zendesk Explore, including the ability to build advanced custom reports, calculated metrics, and complex filtered dashboards.
• Strong understanding of SLA frameworks and experience tracking and reporting on SLA performance in a support context.
• Proven experience building custom dashboards for multiple stakeholder audiences using live and historical data.
• Solid analytical skills with the ability to interpret large datasets and present findings in a clear, concise manner.
• Experience analysing and optimizing ticket routing workflows and triaging logic within a CRM or helpdesk platform.
• Strong communication and presentation skills with the ability to translate data into narrative insights for both technical and non-technical audiences.

Responsabilidades

• Design, build, and maintain advanced, customized reports using Zendesk Explore, leveraging its drag-and-drop builder, metrics, and attributes to deliver actionable insights
• Develop and manage custom dashboards that visualize both live and historical data — including ticket volume, backlog trends, first reply time, resolution rates, and customer satisfaction scores
• Translate business questions into analytical frameworks that provide stakeholders with clear, data-driven answers
• Deliver regular and ad hoc reporting to leadership, team leads, and operational stakeholders at varying levels of detail.
• Build dashboards tailored to the needs of different stakeholder groups — from frontline team leads requiring operational views to executives requiring high-level performance summaries
• Continuously iterate on existing dashboards based on stakeholder feedback and evolving business priorities
• Ensure data accuracy, consistency, and integrity across all reporting outputs.
• Analyse and evaluate ticket routing workflows to assess how effectively customer inquiries are triaged to the correct departments, queues, and support tiers
• Identify routing inefficiencies, patterns of misrouting, and opportunities to optimize workflow logic
• Partner with Support Operations and Zendesk Administrators to implement data-informed improvements to routing rules and triggers.
• Define, configure, track, and report on Service Level Agreement (SLA) targets across all support channels
• Build and maintain SLA compliance dashboards that provide real-time visibility into breach risks and performance against agreed targets
• Proactively flag SLA risks and work with team leads to implement corrective actions before breaches occur
• Conduct regular SLA performance reviews and present findings with clear recommendations to leadership.
• Identify opportunities to streamline reporting processes through automation, templating, and improved data governance
• Maintain documentation of all reports, dashboards, and data definitions to ensure consistency and scalability
• Stay current with Zendesk Explore updates, new features, and industry best practices in support analytics

Conocimientos

Zendesk Explore expertise

Dashboard development

Stakeholder communication

Analytical skills

Ticket routing analytics

Herramientas

Zendesk Explore

Tableau

Power BI

SQL

Descripción del empleo

Ryanair Labs is seeking a detail-oriented Reporting Manager to own our reporting infrastructure within the Customer Support Operations team in Madrid. You will transform raw support data into actionable insights to drive strategic decisions across the business.

Lead the creation of advanced Zendesk Explore reports and dashboards, monitor SLA targets, and optimize ticket routing workflows. This hybrid Madrid-based role involves cross-functional collaboration with Support, Operations, and