Product Analyst – Call Center Analytics

hace 3 días

Remote Argentina Lendbuzz A tiempo completo $600.000 - $1.000.000 al año
At Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. While our core operations are based in the United States, we are excited to be setting up our presence in Argentina as we continue to grow globally. From our employees to our dealers, partners, and borrowers, we've built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking - and we're looking forward to building a strong local team in Argentina to support our mission.
We're seeking a Senior Product Analyst who sits at the intersection of product strategy and call center operations. You'll play a pivotal role in shaping Lendbuzz's future by ensuring that both what we build and how our customer interactions are handled are guided by robust, accurate insights. Collaborating closely with product managers, engineers, operations, and customer experience teams, you'll turn product and call center metrics into actionable recommendations that improve performance, enhance efficiency, and elevate customer experience.
Please note - The salary range is listed in Argentine Pesos (ARS). Key Responsibilities:
  • Product Analytics:
  • Conduct deep-dive exploratory analyses to understand user pain points, "ah-ah" moments, and product usage insights.
  • Collaborate with product teams to build reusable or ad hoc data views, influencing strategy, design, and development.
  • Design, develop, and maintain dashboards and reports using SQL (CTEs, window functions, etc.) or scripting languages, offering real-time visibility into product performance.
  • Track and evaluate the success of product launches and A/B experiments; monitor system and product performance post-launch.
  • Conduct quality checks on analytics events and recommend enhancements to amplify product performance.
  • Participate actively in agile processes, from design through implementation and deployment.
Call Center Analytics:Analyze performance metrics (call volumes, handle times, abandonment, NPS/CSAT, agent productivity) to uncover trends and opportunities.Partner with Operations, Product, and CX teams to translate call data into process and product recommendations.Develop dashboards and KPI frameworks to drive decisions around call routing, workforce optimization, and automation.Run root-cause analyses to pinpoint inefficiencies and improve customer journeys.Influence product roadmaps and automation initiatives with thoughtful data insights.Lead A/B tests and other experiments to measure outcomes in call center performance. Key Requirements:
  • 5+ years of experience in data/product analysis, including call center analytics.
  • SQL expertise; comfortable with complex queries, including CTEs and window functions.
  • Proficiency in BI tools like Sigma, Tableau, or Power BI; experience with DBT is a plus.
  • Basic knowledge of Python and Git.
  • Strong data experimentation and statistical analysis background.
  • Expertise in call center platforms and KPIs; Genesys experience is a plus.
  • Excellent around cross-functional collaboration (Product, Engineering, CX, Ops).
  • Strong problem-solving, critical thinking, and business acumen.
  • Creative, proactive, organized, and growth-minded.
  • Fluent in English (written and verbal).
$60,906, $67,672,970 a year We believe:
Diversity is a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.
Compassion is a strength. We care about our customers and look to build long-term relationships with them.
Simplicity is a key feature. We work hard to make our forms and processes as painless and intuitive as possible.
Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions.
Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity.
If you believe these things too then we would love to hear from you We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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