Customer Service BI Specialist

5 hours ago

Manila, National Capital Region, Philippines Binance Full time ₱1,500,000 - ₱3,000,000 per year

Responsibilities:
  • Collect, organize, and analyze user data from the customer service department and other related systems to identify user behavior patterns and issue trends.
  • Develop and maintain dashboards and reports to provide real-time insights into key metrics. 
  • Provide data-driven recommendations to improve team performance and operational efficiency. 
  • Collaborate with team leaders to implement solutions and track the impact of changes. 
  • Conduct root cause analysis to identify underlying issues affecting KPIs (CSATs, resolution rate, etc).
  • Translate complex data into clear and actionable insights for senior management. 
  • Support strategic decision-making by providing in-depth analysis and forecasting. 
  • Ensure data accuracy and integrity by implementing best practices in data collection, storage, and analysis. 
  • Communicate findings and recommendations effectively to stakeholders at all levels. 
  • Collaborate with cross-functional teams to align on goals and drive initiatives.  
  • Provide training and support to team members on data analysis tools and techniques.
Requirements:
  • Minimum of 3-5 years of experience in a business intelligence, data analysis, or similar role.  
  • Proven track record of analyzing complex data sets and providing actionable insights.  
  • Experience in the crypto, financial services or compliance industry is a plus. 
  • Bachelor's degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.  
  • Proficiency in data analysis tools such as SQL, Python, R, or similar.  
  • Experience with data visualization tools like Tableau, Power BI, or similar.  
  • Strong understanding of database management and data warehousing concepts. 
  • Familiarity with statistical analysis and predictive modeling techniques.  
  • Excellent analytical and problem-solving skills.  
  • Strong attention to detail and accuracy. 
  • Ability to communicate complex data insights clearly and concisely.  
  • Strong organizational and time management skills. 
  • Ability to work independently and as part of a team.

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