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Intelligence and Insights Expert

1 week ago

Taguig, National Capital Region, Philippines Helloconnect Full time

Our Mission

At HelloFresh, we strive to empower our employees to make data-driven decisions that drive business outcomes. We are committed to innovation and customer satisfaction, which drives our ongoing success.

HelloConnect was founded to address the challenges faced in our customer care operations. We leverage our experience in developing tailored solutions for HelloFresh to serve high-growth companies.

Job Description:

We are seeking a Business Intelligence Analyst to support our planning and performance monitoring efforts within Customer Care. The ideal candidate will be a quick learner with a passion for delivering results and improving daily operations through data-driven insights.

You will...

  1. Partner with the US CC Business Intelligence team to create visualizations depicting trends in key performance indicators, such as interaction volumes, customer experience, operational performance, quality, forecast accuracy, Workforce Management measures, and financial performance.
  2. Transform data into actionable insights, providing objective analysis of information in the form of weekly performance reporting decks, QA and audit checks, deep-dives, and ad hoc analyses.
  3. Create reports/visualizations that clearly communicate key results, opportunities, and recommended actions.
  4. Develop documentation allowing team members to understand the steps of the data analysis process and replicate the analysis if necessary.

You are...

  1. A data enthusiast who can conduct and evaluate analyses, identifying points of improvement, and developing clear solutions and strategies from the findings.
  2. Effective communicator who can send clear messages verbally and in written form.
  3. Agile and comfortable working in an ever-changing environment; demonstrates a data-driven focus in all work aspects.
  4. Collaborative in a team environment and successful independently.
  5. Passionate about the customer and have a strong customer experience focus.
  6. Detail-oriented and have a high degree of curiosity; you seek to find the answers to questions and root causes of issues.

You have...

  1. Intermediate proficiency in SQL and Tableau.
  2. Ability to use spreadsheets with intermediate formula application and database software (e.g., Excel or Google Sheets).
  3. A strong written and verbal communicator of technical information to different types of audiences.
  4. Ability to utilize agent systems and tools such as CCU LMS, BOB, Shelf, Genesys, etc.
  5. Experience managing projects.