# Workforce Reporting Analyst

**Company:** [Velaz Solar & Roofing](http://jobs.workable.com/companies/5imdJ74pJxxGw5kGveTTfh.md)
**Location:** Santo Domingo, Dominican Republic
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/8756ac8a-c283-4f56-892c-4049c77f9966)

## Description

### 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.

## Requirements

### 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.

## Benefits

-   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.