Job Description:
As the Customer Service - Performance Management, you will support the line manager in managing department performance and leading initiatives to enhance customer service across complex environments. Your responsibilities will be distributed as follows:
Analytics & Performance Intelligence (70%):
- Perform analyses & present findings (e.g. performance trends, order leadtime, back logs, user experience), translating insights into actionable initiatives & identifying patterns, gaps, and opportunities.
- Build intuitive dashboards and reports to track performance & priority KPIs, support monitoring and decision-making across teams that drive operational effectiveness & business processes.
- Collaborate with BI teams to ensure data accuracy, availability, and business relevance.
- Support various business functions with the development and maintenance of various management reports
Operational Excellence and Innovation (30%):
- Develop and execute strategies for improvement projects, addressing unexpected challenges in assigned scope.
- Design and implement plans to streamline processes and enhance service delivery.
- Collaborate proactively with internal teams (Ops, CX, Fin-Ops, BI&S, HR) to drive project success.
- Assist line Manager in assigned tasks, demonstrating adaptability to changing business needs.
Requirements:
- Bachelor's Degree in Computer Science, Statistics, Mathematics, Economics and other related courses
- At least 3 years of industry experience in Business Intelligence, Business Analytics or Data Analytics role with proven business impact
- Experience in mySQL, Python, strong analytical thinking and ability to learn quickly with can do attitude
- Passion for creating highly usable and thorough dashboards/visualizations
- Experience working with cross-functional teams to gather requirements and define the right metrics to describe the state of the business - both on a macro-level and a micro-level
