Responsibility

Monitoring of agent queues and generate performance reports to identify performance trends
Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies.
Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
Prepare dashboards to be used for weekly, monthly, quarterly governance meetings
prepare WBR/MBR/QBR (weekly, monthly and quarterly business review) information, be the "source of truth" for the project sales targets and actual results, overall and by segment, product, team and individual level.
Prepare dashboards and trackers to facilitate activities and results control by team leads and operations manager.
Works closely with client BI/dashboards creators to align data criteria and obtain necessary data.
Knowledge on Sales Force reporting and SQL/ queries/pivot tables.

Job Daily Expectations and Execution

Create all Salesforce Reports and Dashboards that support the analysis of the data in the operation (Accounts, Task, Activities, MQL track, Logbook, Opportunities, forecast, Quality).
Daily update the Reports in all client´s Tools (Trix, Looker, Logbook and Dashboards).
Guarantee that all information is accurate with the client´s rules and metrics.
Report alerts and exclusion to be aware of possibles errors in the process that involved opportunity creation and progression.
Create and Update Weekly and Monthly WBR - MBR and QBR to client and internally
Create a purpose visual report that create a faster and more clear way to daily analysis to the operation

Requirements:

Knowledge of Salesforce
Experience with Data Studio reporting and dashboard creation
Proficiency in SQL, including queries and pivot tables
Familiarity with AI and productivity tools such as Claude Code, Gemini, and Copilot
Tools: Data Studio, Dashboards and reporting tools
Languages: English - Mandatory / Spanish - Nice to have

Qualifications

Minimum of 2 years of relevant experience

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.