With 18 years of experience in the contact center and BPO industry, YOURVOICE is now a reference in the national market, with over 100 employees and a diversified client portfolio.

Profile:

• Bachelor’s degree in Computer Engineering or a related field (preferred);
• Minimum of 2 years of experience in data analysis;
• Experience in Contact Center environments (highly valued);
• Proficiency with data analysis tools and technologies such as SQL and Power BI;
• Ability to effectively communicate analytical results;
• Capable of working independently and as part of a team;
• Good command of spoken and written English.

Responsibilities:

• Develop predictive models to forecast inbound call volume by hour/day;
• Create classification models to identify optimal times and success probabilities for outbound calls;
• Work with historical call data (status, duration, outcome, time, day of the week, channel, agent, etc.);
• Build data pipelines for cleaning, preprocessing, and feature engineering;
• Validate, monitor, and periodically fine-tune models;
• Generate dashboards/reports with recommendations on schedules, forecasted volumes, and performance metrics;
• Collaborate with Operations, BI, and IT teams to integrate solutions into the contact center’s daily operations.

Compensation Package:

• Annual up to €35k;
• Health insurance for the employee;
• Additional vacation days, including birthday, Christmas Eve, (up to 27 days)