Informacje o stanowisku

Together with our client, a world-known company, we are building a new contact center in Warsaw!

If you have experience in collecting and analyzing large amounts of data to enable visualization, insights, data-driven decision-making within the Customer Service Team and you are looking for an opportunity to develop your career in a dynamic, international environment, this job offer is for you

What we expect

• 3 - 5 years of experience with data analysis and preparation, including experience with medium to large data sets
• strong business and collaboration skills, and responsiveness to service needs and operational demands
• contact Centre experience and related metrics knowledge preferred
• bachelors degree preferred, preferably in Statistics, Economics, Computer Science, Mathematics, or similar field
• utilization of data discovery tools such as Microsoft Power BI (preferred), Zendesk is an advantage
• advanced Excel covering Power pivots and Macros
• data visualization tools, and a strong background in medium to large-scale, shared data environments is preferred
• ability to tell a story with data and drive data literacy
• excellent communications skills (both verbal and written); ability to interface with senior leadership (working language, plus English)
• ability to build good relationships and work cross-functionally
• creative/Innovative thinking, intermediate analytical and conceptual thinking skills
• problem solving skills and process improvement experience with sound decision making
• a sense of urgency and proactivity are essential
• ability to excel in a fast-paced, changing environment, managing multiple priorities and projects simultaneously

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• stable employment
• benefits package
• opportunities to take on new challenges
• building new structures of the company
• modern office in attractive location in Warsaw

Your tasks

• implementation and management of cross-functional performance indicators to deliver related insights, seeking to drive positive impact enabled through data-driven decisions across the business
• work collaboratively with Supervisor and WFM Team to Plan and deliver analysis to operational management – analysis includes information surrounding root cause, impact assessment and identifying key areas for possible process improvement
• package complex information to drive forward actionable insights
• improve the data availability by acting as a Subject Matter Expert between cross functional teams
• analyze call volume patterns and historical data to forecast staffing requirements and schedule adherence
• ensure data accuracy, timeliness, and validation prior to presentation
• support business solution requirements and partner with the development and application delivery teams on developing reports/dashboards to feed into daily, weekly, monthly, quarterly, and annual KPIs and dashboards

Warszawa - Oferty pracy w okolicznych lokalizacjach