Sr. Customer Service Reports Analyst

6 days ago

Philippines Zenni Optical Full time ₱300,000 - ₱600,000 per year
Position Overview:

Zenni is hiring for a Sr. Customer Service Reports Analyst. 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
Basic 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
Perks & Benefits:
  • Healthcare
  • Generous PTO
  • 13th Month Pay
  • Monthly De Minimis
  • Annual Zenni Gift Card - to use towards our products

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