Report Analyst

2 weeks ago

Manila, National Capital Region, Philippines Realbase Full time

CX Reporting Analyst

A great opportunity for an experienced analyst to leverage their reporting skills to influence stakeholders and support the Domain Group CX function in delivering transformational change. You will monitor team performance, customer trends and voice of customer programs and provide actionable insights to enhance our customer experience and inform the continuous improvement roadmap.

Who are you?

The ideal candidate will provide operational support to the CX Leadership team by creating and managing dashboards to measure team performance, ensuring SLAs are met for key customer accounts. You will assist CX leaders to analyse customer contact data and agent productivity, helping to predict customer volumes and trends for workforce management purposes and assist optimise resourcing and operations. You will play an integral role in reporting on our Voice of Customer programs and assist with creating regular reporting on all facets of customer experience to key business stakeholders. Success for this role is measured by improvements in CX metrics such as performance to SLA's and CSAT, NPS, and CES.

Qualifications

  • Proven background and experience in an analytical role in a BPO or call centre environment
  • Experience in using Zendesk, Freshdesk, and Looker Studio and/or Tableau
  • Advanced proficiency in Google Suite - Sheets, Slides
  • Strong analytical skills, with experience in data analysis and presenting insights
  • Excellent verbal and written communication skills
  • Experience with internal and external stakeholder management
  • Strong problem-solving skills

Why join us?

We're the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

  • Discover your ideal work-life balance with our approach to a hybrid set-up – whether it's making the most of working remotely or from our office
  • Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more
  • Access to LinkedIn Learning, giving you learning opportunities to upskill and work on your personal growth
  • Access to top-notch mental health support through our Employee Assistance Program
  • Continuous opportunities to leap, learn and grow.

We don't just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That's why we want you.

Who are we?

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data.

Changing the way people engage with property requires a team of diverse thinkers.

What's next?

One of our talent partners will give your application a good look and give you a call if it's a good match, so apply now

Don't meet every single requirement? We're committed to building an inclusive, diverse and supportive workplace, so if you're excited about this role but your past experience doesn't align perfectly, we encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within Realbase (Domain Group).


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