Job Description

Business Environment   

The Performance & Insights team is part of the Strategy and Business Operations within Customer Support organization focused on supporting Customer Support Businesses with data insights to improve customer experience and drive operational excellence through the right set of actionable metrics to accelerate innovation and transformation.  

 

Job Description

Supporting some of the different business/teams within Customer Support with relevant reports and analysis

  • Set up reports according to business requirements and new initiatives
  • Work towards simplification and automation of the reports
  • Drive improvements based on the analysis and business knowledge/understanding

 

Responsibilities:

  • Understanding business requirements, creating reports, analytics and business intelligence
  • Works with the Engagement Lead and the business to capture and met business requirements
  • Create reports and business intelligence to better understand operational performance and identify improvement areas
  • Analysis of the data and metrics delivered in order to provide insights
  • Identifies anomalies in data to enable issue prevention
  • Optimization and standardization
  • Identify improvement opportunities

 

Education and Experience Required:

  • Bachelor's or Master's degree.
  • Degree in Quality Management, Business Management, Engineering, Computer Sciences, or equivalent.
  • Statistics and analytical skills
  • Typically 6 years experience.

 

Knowledge and Skills:

  • Using data collection and analysis tools and software packages to gather, integrate and analyze data from multiple sources.
  • Strong analytical, statistical and problem solving skills.
  • Understanding of industry quality standards and methodologies.
  • Using empirical and root- cause analysis, modeling, and testing methodologies to identify areas for process improvement.
  • Excellent written and verbal communication skills; mastery in English.
  • Ability to effectively communicate plans, proposals, and results, and negotiate options at different levels.

Education and Experience Required:

  • Bachelor's or Master's degree.
  • Degree in Quality Management, Business Management, Engineering, Computer Sciences, or equivalent.
  • Statistics and analytical skills
  • Typically 6 years experience.

 

Knowledge and Skills:

  • Using data collection and analysis tools and software packages to gather, integrate and analyze data from multiple sources.
  • Strong analytical, statistical and problem solving skills.
  • Understanding of industry quality standards and methodologies.
  • Using empirical and root- cause analysis, modeling, and testing methodologies to identify areas for process improvement.
  • Excellent written and verbal communication skills; mastery in English.
  • Ability to effectively communicate plans, proposals, and results, and negotiate options at different levels.
Technical Skills
Other
Is a Remote Job?
Hybrid (Remote with required office time)
Employment Type
Full time

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