Customer Care Analytics & Automation Analyst

Banco Plata; Ciudad de México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

You will work with SQL and Python, create dashboards, and standardise KPIs while collaborating with a supportive team in a high-tech environment. Recent graduates are welcome to apply and English proficiency is required.

Formación

• Strong SQL is mandatory; you will write and optimise complex queries.
• Hands-on Python experience with pandas, APIs and ETL workflows is required.
• Fluent/advanced English and clear communication for non-technical stakeholders.
• Structured thinker with business sense and ability to translate data into narratives.
• Basic statistics knowledge to interpret data and drive decisions.

Responsabilidades

• Build root cause analysis models and monitor trends, resolution times and recurrence.
• Integrate multichannel data (calls, chat, email, complaints) with outcomes.
• Analyse SLA compliance, escalation patterns, and resolution effectiveness.
• Automate data ingestion from CRM, ticketing, IVR, and regulatory tools; build ETL pipelines.
• Create executive and operational dashboards in Looker Studio, Tableau or Power BI.
• Standardise Customer Care KPIs (CSAT, NPS, FCR, AHT, resolution rate) and communicate insights.

Conocimientos

SQL

Python

English

Structured thinking

Statistics basics

Herramientas

Looker Studio

Tableau

Power BI

Descripción del empleo

You will work with SQL and Python, create dashboards, and standardise KPIs while collaborating with a supportive team in a high-tech environment. Recent graduates are welcome to apply and English proficiency is required.