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Continuous monitoring of Service Performance metrics relevance and accuracy, revamping those that become inaccurate or outdated.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 track record of improving Consumer Service performance through effective KPI analysis and actionable insights.

• Strong data storytelling skills with the ability to translate complex analyses into clear, compelling business narratives.

• Advanced analytical capabilities with experience working on complex, high-volume datasets to uncover trends and patterns.

• High attention to detail ensuring accuracy and consistency across analyses, dashboards, and presentations.

• Self-driven and proactive mindset, demonstrating ownership, initiative, and the ability to work independently with minimal supervision.

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.