Experteer Overview

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As Reporting Manager you will own the reporting infrastructure in Customer Support Operations, turning raw data into actionable insights to drive strategic decisions. You will work with Support, Operations, and Leadership to ensure performance is measured, understood, and continuously improved. This high-impact role combines technical analytics with clear storytelling to a broad range of stakeholders.

You will shape dashboards and reports that illuminate ticket routing, SLA performance, and customer outcomes, enabling data-driven decisions and measurable improvements. Your work supports cross-functional alignment and scalable reporting practices.

Compensaciones / Beneficios

- Design, build, and maintain advanced reports in Zendesk Explore to deliver actionable insights
- Develop and manage custom dashboards visualizing live and historical data (ticket volume, backlog, first reply time, resolution rates, CSAT)
- Translate business questions into analytical frameworks and provide data-driven answers
- Deliver regular and ad hoc reporting to leadership and stakeholders at varying levels of detail
- Build dashboards for different stakeholder groups and iterate based on feedback
- Ensure data accuracy, consistency, and integrity across reporting outputs
- Analyze ticket routing workflows,



identify misrouting patterns, and optimize routing logic
- Collaborate with Support Operations and Zendesk Administrators to implement data-informed routing improvements
- Define, configure, and report on SLA targets; monitor real-time breach risks and performance
- Maintain SLA compliance dashboards and propose corrective actions to prevent breaches
- Conduct SLA performance reviews and present findings with recommendations
- Identify opportunities to automate reporting, document data definitions, and stay current with Zendesk Explore features

Responsabilidades

- 3-5+ years in a reporting, analytics, or business intelligence role, ideally in customer support or operations
- Proven expertise with xugodme Zendesk Explore, building advanced reports, metrics, and dashboards
- Strong understanding of SLA frameworks and reporting in a support context
- Experience creating dashboards for multiple audiences using live and historical data
- Analytical skills to interpret large datasets and present findings clearly
- Experience analyzing and optimizing ticket routing workflows in a CRM/helpdesk
- Strong communication and presentation skills translating data for technical and non-technical audiences

Requisitos principales

- A competitive but versátil career plan
- hybrid working model: up to two days remote
- Travel discounts
- Discounts on Medical Insurance plans

📌 Data and Insights - Reporting Manager (Madrid)
🏢 Ryanair
📍 Madrid