Service Performance Analyst

We are a provider of digital transformation and technology consulting services with a portfolio of solutions for both clients who do not yet have Salesforce and large organizations that work on Salesforce and use its extensive capabilities ☁.

We also provide body and team leasing services in IT, providing specialists in various fields.

Model: remote

Employment type: full-time

Responsibilities:

• Serve as Analytics SME and primary PoC for all matters related to GCR Service Performance.

• Regular monitoring of Service Performance' critical KPIs against targets, proactively communicating significant deviations, investigating root cause and suggesting corrective actions.

• Attending regular business reviews and other forums to present insights and recommendation to drive improvements that elevate our service performance.

• Holding GCR members accountable for implementing agreed-upon changes based on insights.

• Works closely with Analytics Product team & VoC process owner Capture & prioritise product demand for GCR Service Performance.

• Continuous monitoring of Service Performance metrics relevance and accuracy, revamping those that become inaccurate or outdated.

• Responsible for team's adoption & education of Service Performance metrics & dashboards.

• Support Global Consumer Relations key initiatives with ad/hoc data analytic research within GCR Service Performance scope.

• Perform benchmarking exercises against competitors and industry standards.

  
  

Requirements:

• Proven experience in monitoring and improving service-level metrics and KPIs.

• Familiarity with service performance dashboards and data analytics research.

• Strong leadership skills to drive the implementation of changes across the team.

• Awareness of data protection and privacy regulations and policies.

• Open mind and willingness to collaborate and contribute as a team to achieve goals.

• Exceptional skills in interpreting, presenting, and deriving strategic recommendations from datasets of varying complexity and ambiguity.

• Expertise in using Microsoft Excel, including knowledge of data manipulation and aggregation functions.

• Advanced proficiency in data visualization in Power BI or similar data visualization tools.

• Ability to educate and drive team adoption of metrics and dashboards.

Nice to have:

• Proven experience as an Insights Analyst or in a similar role, preferably within the Consumer Care sector.

• Experience with Salesforce Cloud Analytics is an advantage.

• Familiarity with popular data platforms such as Microsoft Azure

• Basic understanding of programming languages such SQL or Phyton is not required but may be helpful.

We offer:

• B2B contract,

• Assistance in defining and support in your development path,

• Benefits package,

• Daily support from team leaders,

• Dedicated certification budget,

• Integration trips/events.