Customer Service Automation & Data Analyst

The Customer Service Automation & Data Analyst will drive digital transformation and operational efficiency within Customer Service area by identifying, developing, and implementing automation and AI-driven solutions. The role will leverage data analytics, process automation, virtual agents, and digital technologies to optimize operational processes, strengthen customer self-service capabilities, and provide actionable insights that support business decision-making.

Also, the role will provide backup support for key Customer Service operational processes to ensure business continuity when required

Responsibilities

• Process Automation & Optimization: identify opportunities to simplify and automate processes, design and implement solutions that improve efficiency and reduce manual activities, by developing and implementing AI solutions, virtual agents, bots, automation, using tools such as Microsoft Copilot and Power Automate.
• Data Analytics & Business Insights: understand, manage, consolidate, analyze, and transform operational data into meaningful insights and dashboards, reports to follow main KPIs, to support decision-making and improvement opportunities identification.
• Digital Self-Service Channel Management: support the management, monitoring, and continuous improvement of customer self-service channels such as WhatsApp, Chatbots, IVR, Self-service portal and core system, identifying opportunities to increase digital adoption and improve customer experience. Will be responsible to support the test the improvement, monitoring the quality of the channels, and reporting of those channels.
• Execute operational processes and provide backup support for key Customer Service activities, ensuring business continuity and timely execution of critical tasks when required.

Qualifications

• Bachelor’s degree in industrial engineering, Systems Engineering, Business Administration, Data Analytics, Information Technology, or related fields is required
• Additional training or certifications in Data Analytics, Artificial Intelligence, Process Automation, Power Platform, Power BI and/or Digital Transformation are desirable
• Minimum 1 year of experience developing and implementing improvements through process automation.
• Minimum 1 year of experience in the development and implementation of virtual agents, chatbots, and/or automation solutions.
• Experience managing, analyzing, and transforming data and databases to support business decision-making.
• Experience with tools such as Power Automate, Microsoft Copilot or similar technologies.
• Hands-on experience with Advance Excel and Power BI, Power Query for data analysis, reporting, and dashboard development.
• Strong ability in others Microsoft tools such as: Outlook, Power Point, Word, Teams.
• Proficiency in file storage, organization and collaborative file management in OneDrive and SharePoint
• Previous exposure to Customer Service, Customer Experience, or operational environments is preferred.
• Previous experience in Financial Industry

• English proficiency (B2 or above), with the ability to communicate in a professional environment and work with technical documentation
• Strong results orientation and ability to deliver measurable outcomes
• Advanced proficiency in Excel and Power BI
• Process automation and continuous improvement
• Strong data analysis, analytical thinking, and problem-solving skills
• Knowledge of Artificial Intelligence (AI) and Generative AI solutions
• Proficiency in Microsoft Copilot, Power Automate, and related automation tools
• Digital mindset with a strong customer-centric approach
• Innovation, curiosity, adaptability, and eagerness to learn and adopt new technologies
• Strong verbal and written communication skills

GM Financial es un empleador que ofrece igualdad de oportunidades. No discriminamos a ningún(a) candidato(a) o colaborador(a) con base en su raza, color, edad, género, estado marital, nacionalidad, religión, orientación sexual, identidad de género, discapacidad, o cualquier otra condición que socave la dignidad humana y tenga como objetivo anular o afectar los derechos y libertades de las personas

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