.Only available for #residents of #MexicoTBS Support Ops (Analyst)Pay rate: $19Location: MexicoRequirements:Candidates must be bilingual in Spanish & English.Working hours are 11 AM to 8 PM EST with a 1-hour lunch break.Responsibilities:Analyzes available data to identify opportunities for same-day staff adjustments and the need to solicit extra hours and/or voluntary time off.Monitors several queues & performance data points across multiple channels & sites.Reviews intra-day performance reports and projects adjustments for unanticipated volume shifts and staffing adherence.Monitors & flags/communicates global agent adherence & performance at a queue, site, & team level.Responds to/handles requests from Operational leadership that will impact same-day coverage for any skill/queue.Collects and reports global data from disparate systems, providing meaningful trend analysis and data-driven recommendations and insights.Provides regular operational reporting to the management team.Participates in meetings focused on reviewing forecasts, shrinkages, and scheduling (globally).Works closely with Workforce teams globally.Participates in outage management when required.Performs reporting/data entry tasks as necessary.Communicates business health to leadership as needed.Creates Support Ops business health reporting measurement framework and dashboards.Delivers insights and reporting needs to Support Delivery team as necessary.Maintains support tools to support the TBS support organization.Works closely with our support and engineering teams to solve rider and operator issues.Provides feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems.Manages database of product bugs and reports on progress mitigation cross-functionally.Supports the Delivery team with deep dives and other insights related projects.Acts as Impact & Response team point of contact to ensure delightful resolution for TBS riders.Works cross-functionally to ensure operational consistency across all support lines of business.Professionally responds to internal feedback and inquiries.Acts on feedback to learn and grow.Experience:Commitment to excellence.Minimum of 2 years contact center real-time management for multiple sites with multiple channels.Previous experience with global operations preferred.Experience using PowerBI, Tableau, or another data visualization tool.Must have a general knowledge of support tooling systems (Zendesk, Twilio Flex, JIRA, Khoros).Experience with SQL.Advanced Excel experience.Undergraduate degree or equivalent experience required.Must be self-motivated and driven.Strong analytical and critical thinking skills.Strong communication skills, both written and oral.Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts.Ability to thrive in a startup environment.Ability to write thorough, scalable, and clear documentation