Customer Service Reports Analyst

4 days ago

Makati City, National Capital Region, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni's Data Engineering team.

Responsibilities

● Analyze data and metrics on Customer Service team operations and performance

● Regularly report to internal Zenni stakeholders of all levels

● Identify trends to optimize performance

● Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations

● Design metrics and production dashboards using data visualization tools to create visibility into customer service health

● Maintain and iterate on your dashboards to continue to drive increased value through additional business insights

● Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented

● Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints

● Interface with cross-functional stakeholders to partner on data-informed strategic decision-making

Qualifications

● Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields

● 2+ years of experience in Data Analytics

● Experience with a data visualization tool (e.g. Looker)

● Excellent verbal and written English communication skills

● Strong problem-solving skills and the ability to propose innovative solutions

● Effective project management skills with the ability to prioritize and manage multiple tasks

● Extensive SQL Skills

● Knowledge of CRM and CCaaS systems and their integration with business processes

● Analytical thinking with a focus on translating data insights into actionable strategies

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