About the role

Aplyr's Quick Take

This role is about analyzing customer service data and creating reports and dashboards to improve service metrics, primarily for North America but with some focus on Latin America. It involves collaborating with various teams to translate reporting needs and support data integration initiatives. This is an individual contributor role with a strong emphasis on data management and reporting.

Good fit

Ideal candidates are data-savvy individuals with experience in customer service analytics or reporting, likely with a few years in a similar role. A collaborative working style and comfort with tools like Power BI and Snowflake will help you thrive here.

Worth noting

The role offers high visibility and the chance to influence major initiatives, particularly the integration of ERPs in Latin America. However, the spec is vague on day-to-day responsibilities, which may lead to uncertainty in expectations.

Ecolab is seeking an Associate Master Data Analyst to deliver accurate KPI reporting, dashboards, and insights for Global Customer Service (CS), supporting North America as the primary region, while also helping establish these practices in Latin America. In Latin America, you will help support a major initiative to integrate Tier 2 ERPs into databases to align service metrics, offering strong leadership exposure and learning opportunities.

What’s in It for You

The opportunity to impact solutions that improve service experience, data quality, and operational efficiency across North America with Latin America exposure.
The ability to influence process transformation in North America and help shape scalable standards.
High visibility and learning through a major Latin America initiative integrating Tier 2 ERPs into databases to enable aligned service metrics.
A role that encourages innovation, collaboration, and cross‑functional problem solving within a diverse global organization.

What You Will Do

Stakeholder & Reporting Governance

Partner with CS, IT, Quality, and global teams to translate reporting needs into clear deliverables, timelines, and success measures.
Lead recurring stakeholder touchpoints to align priorities, remove blockers, and communicate status and outcomes.
Support change management for reporting/process updates (documentation, training support, and adoption tracking).
Support the Latin America Tier 2 ERP-to-database integration initiative by partnering with IT/data teams to enable aligned service metric definitions and reporting.
Promote continuous improvement by monitoring performance trends and standardizing approaches across North America, with coordination for Latin America as needed.

KPI Reporting & Dashboards

Maintain and refresh daily/weekly/monthly KPI dashboards and reports (e.g., service levels, adherence/activity, GBS dashboards).
Build and enhance Power BI dashboards (operational volumes, automation rates, zero-touch performance) using Snowflake and other sources as needed.
Produce NICE agent performance metrics (CSAT, CI measures, productivity) to identify trends, validate results, and recommend actions.

Automation & Continuous Improvement Analytics

Maintain and adjust ad hoc reports and dashboard views as business needs evolve; ensure data quality and consistent KPI definitions.
Support automation and digital initiatives by tracking performance and adoption (e.g., Conexiom, Portalink onboarding, ESR options) and reporting progress.
Partner with Digital/AI teams to monitor and report on EVA (virtual assistant) enhancements and outcomes.

Required Qualifications

Curious customer focused problem solver, with a passion for data, and business intentelligence
1+ years in reporting/analytics, operations support, or a related business analyst role.
Experience building and maintaining dashboards and recurring reports (Power BI preferred).
Ability to extract, interpret, and explain operational data (including basic SQL/data pulls); translate findings into actionable insights.
Strong stakeholder communication and coordination skills across cross-functional teams.
Familiarity with CS/operations tools (e.g., NICE, Portalink, ERPs) and strong documentation discipline.
Fluency in English.

Preferred Qualifications

Experience supporting North America customer service operations; Latin America exposure a plus.
Exposure to Snowflake/SQL and automation or digital transformation reporting.
Knowledge of ERP/CRM environments (e.g., SAP, Syspro, JD Edwards, Xcalibur).
Bilingual (English/Spanish) preferred.
Python for data analysis/automation preferred.
Background in operational excellence, governance, or customer experience analytics.

Skills & Tags

data

Aplyr's read

Ecolab excels in providing essential water, hygiene, and energy solutions, attracting professionals committed to sustainability and innovation in environmental services.
Synthesized from recent postings & public sources

What's promising

•Ecolab leads in sustainable water and hygiene solutions, crucial for environmental safety.
•The company offers diverse roles, from technical to managerial, supporting career growth.
•Strong global presence ensures stability and opportunities for international work experience.

What to watch

•Ecolab's work can involve high-pressure environments due to client demands.
•Limited public information about internal career progression and employee satisfaction.
•The company faces challenges in balancing rapid growth with maintaining service quality.

Why Ecolab

•Ecolab integrates advanced technology with environmental services, setting it apart in the industry.
•Its focus on sustainability directly impacts global ecological health.
•The company's extensive client base spans multiple industries, offering varied professional experiences.

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About Ecolab

Ecolab

ecolab.com

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Ecolab is a global leader in water, hygiene, and energy technologies and services, providing comprehensive solutions to help businesses maintain clean and safe environments.