Workforce Reporting Analyst

EXECUTIVE SUMMARY

Velaz Group is a high-performance sales powerhouse specializing in residential solar energy and home insurance restoration. We are seeking an authoritative, metrics-driven Workforce Reporting Analyst to master our data architecture and own the conversation regarding operational efficiency. This role is designed for a strategic professional who translates complex datasets into actionable growth strategies, ensuring our outbound dialer stack operates at peak profitability.

2. MISSION & OPERATIONAL SCOPE

Based on-site in Santo Domingo, Dominican Republic, you will serve as the primary architect of our reporting ecosystem. Your objective is to optimize workforce productivity and maximize lead-generation efficiency across our primary platforms. You are responsible for ensuring data integrity and driving the performance culture required to hit aggressive corporate targets.

3. KEY RESPONSIBILITIES

• Dialer Performance Mastery: Monitor real-time agent productivity and historical call volumes. Manage drop rates and connection rates via Call Tools and Go Hub Live to eliminate production gaps.
• Pipeline & Conversion Analytics: Track appointment conversion metrics from initial dial to signed contract. Audit data flow within ServiceTitan and Workable to ensure absolute reporting accuracy.
• Automated Dashboard Architecture: Design and maintain automated KPIs and Looker Studio dashboards. Deliver daily, weekly, and monthly performance recaps to executive leadership.
• Workforce Optimization: Project optimal staffing levels and forecast volume spikes. Coordinate with the Director of Call Center to align schedules with prime US outbound sales hours.
• Strategic Data Integrity: Manage lead routing models and system integrations. Identify and resolve data discrepancies between marketing sources and the CRM stack.

4. PERFORMANCE STANDARDS & QUALIFICATIONS

Successful candidates must demonstrate a commitment to excellence and a metrics-first mindset:

• Professional Fluency: Business-fluent English and Spanish. Ability to present data with authority to international stakeholders.
• Technical Expertise: Advanced mastery of Google Sheets, Apps Script, and Looker Studio. Proven experience with Call Tools or a comparable predictive dialer and ServiceTitan or a comparable CRM.
• Industry Foundation: 2+ years of experience in Workforce or Data Analytics within a high-volume Sales Call Center environment.
• Analytical Rigor: Deep understanding of outbound KPIs, including Contact Rate, Lead-to-Appointment Conversion, Sit Ratios, and Abandonment Rates.
• Education: High school diploma.
• Reporting Presence: Experience delivering performance reporting to executive leadership and call center management.
• Work Authorization: Eligible to work in the Dominican Republic.

• Monthly Performance Bonus: Incentives tied directly to reporting accuracy, lead routing efficiency, and department-wide KPI achievement.
• Career Pathing: Advancement within our strategic operations leadership team.