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Job Summary: We are seeking a proactive and analytical professional to support the Operations team, ensure data and process quality, and drive continuous improvement. Key Highlights: 1. Support for the Operations team and improvement of key performance indicators. 2. Data-driven and customer-centric approach to decision-making. 3. Promotion of best practices and standardization of workflows. **Company Description** PedidosYa is the leading technology company in delivery and quick commerce across 15 Latin American countries. It is part of Delivery Hero, the world’s leading delivery company operating in over 70 countries globally. Our mission is to simplify everyday life for millions of people through our passion for technology. We are an energetic team that moves fast to create impact. We seek individuals who embrace challenges, strive for excellence, and above all, collaborate as a team. Will you join us? **Job Description** * Provide support to the Operations team regarding the performance of key operational and customer satisfaction indicators across various BPOs. * Ensure data and data collection process quality for different indicators. * Periodically review objectives in alignment with the COPC management model criteria. * Ensure achievement of company-defined objectives within the Operations team by tracking action plans and identifying opportunities. * Evaluate, analyze, and identify changes or issues that may impact or are currently impacting service quality. * Provide insights on potential deviations and suggest initiatives and improvement opportunities. * Design and develop presentations for various stakeholders. * Develop business acumen through close interaction with regional and local teams, identifying insights that support the LOB and overall company strategy. * Analyze KPI behavior using a data-driven approach, with a focus on continuous improvement. * Adopt a customer-centric perspective in decision-making. * Promote implementation of best practices for workflow standardization and optimization. **Requirements** * Minimum 2 years of experience in Contact Center team leadership and/or data analysis. * Business acumen. * We seek a proactive, analytical, curious individual eager to learn and willing to collaborate as part of a team. * Excellent interpersonal skills. * Proficiency in data analytics tools (Google Suite). * Experience with reporting tools such as Looker or Tableau (a plus). * Excellent verbal and written communication skills in Spanish; English proficiency (a plus). **Additional Information** * Create value for a large business ecosystem, focusing on the end user — because we are user-centric. * Always collaborate as a team. * Move at the speed of your ideas. * Learn, grow, and reinvent yourself. * Generate positive impact on people and the planet. * Work in \#ModoPeYa: our way of working, focused on flexibility and aimed at achieving a healthy balance both inside and outside the office. Talent diversity strengthens our Cooltura and our organization. We collaborate as a team in everything we do, and what we love most about it is that we foster diverse and inclusive teams that bring varied perspectives to PedidosYa. Our job opportunities are open to everyone, regardless of gender identity, sexual orientation, ethnic origin, religion, age, disability, and/or other individual characteristics. If you require any reasonable accommodation or specific accessibility support for your interview, please indicate this clearly in your application. Also, feel free to share your pronouns (he/him, she/her, they/them) from your first contact. \#CoolturaPeYa \#LaDiversidadNosPotencia
