Ecolab is seeking an Customer Service Data Analyst to deliver accurate KPI reporting, dashboards, and insights for Global Customer Service (CS), supporting North America as the primary region, while also helping establish these practices in Latin America. In Latin America, you will help support a major initiative to integrate Tier 2 ERPs into databases to align service metrics, offering strong leadership exposure and learning opportunities.
What’s in It for You
- The opportunity to impact solutions that improve service experience, data quality, and operational efficiency across North America with Latin America exposure.
- The ability to influence process transformation in North America and help shape scalable standards.
- High visibility and learning through a major Latin America initiative integrating Tier 2 ERPs into databases to enable aligned service metrics.
- A role that encourages innovation, collaboration, and cross‑functional problem solving within a diverse global organization.
What You Will Do
Stakeholder & Reporting Governance
- Partner with CS, IT, Quality, and global teams to translate reporting needs into clear deliverables, timelines, and success measures.
- Lead recurring stakeholder touchpoints to align priorities, remove blockers, and communicate status and outcomes.
- Support change management for reporting/process updates (documentation, training support, and adoption tracking).
- Support the Latin America Tier 2 ERP-to-database integration initiative by partnering with IT/data teams to enable aligned service metric definitions and reporting.
- Promote continuous improvement by monitoring performance trends and standardizing approaches across North America, with coordination for Latin America as needed.
KPI Reporting & Dashboards
- Maintain and refresh daily/weekly/monthly KPI dashboards and reports (e.g., service levels, adherence/activity, GBS dashboards).
- Build and enhance Power BI dashboards (operational volumes, automation rates, zero-touch performance) using Snowflake and other sources as needed.
- Produce NICE agent performance metrics (CSAT, CI measures, productivity) to identify trends, validate results, and recommend actions.
Automation & Continuous Improvement Analytics
- Maintain and adjust ad hoc reports and dashboard views as business needs evolve; ensure data quality and consistent KPI definitions.
- Support automation and digital initiatives by tracking performance and adoption (e.g., Conexiom, Portalink onboarding, ESR options) and reporting progress.
- Partner with Digital/AI teams to monitor and report on EVA (virtual assistant) enhancements and outcomes.
Required Qualifications
- Curious customer focused problem solver, with a passion for data, and business intentelligence
- 1+ years in reporting/analytics, operations support, or a related business analyst role.
- Experience building and maintaining dashboards and recurring reports (Power BI preferred).
- Ability to extract, interpret, and explain operational data (including basic SQL/data pulls); translate findings into actionable insights.
- Strong stakeholder communication and coordination skills across cross-functional teams.
- Familiarity with CS/operations tools (e.g., NICE, Portalink, ERPs) and strong documentation discipline.
- Fluency in English.
Preferred Qualifications
- Experience supporting North America customer service operations; Latin America exposure a plus.
- Exposure to Snowflake/SQL and automation or digital transformation reporting.
- Knowledge of ERP/CRM environments (e.g., SAP, Syspro, JD Edwards, Xcalibur).
- Bilingual (English/Spanish) preferred.
- Python for data analysis/automation preferred.
- Background in operational excellence, governance, or customer experience analytics.
