Client data analyst

797569

¢ 1 a 1,5 millones CRC

San José

Publicado 12 Ene 2021

Call center

1 Vacante

Informática y Computación / Otras


Empresa confidencial

Sector de la vacante:
Telecomunicaciones

Descripción general

Position Objectives/Scope

The individual in this position will be working with clients on understanding their data, reporting, metrics, and calculations along with source data systems. This person will also create internal requirements documents for development and then QA the data to verify the dashboards are accurately calculating the metrics and showing them properly bases on user profiles. They will need to do detailed QA and analysis of discrepancies and work with internal departments to help resolve issues.

Responsibilities

• Provide in-depth analysis of work scope, select appropriate methods and techniques to obtain solutions and results.
• Understand Metrics such as Average Handle Time, Attendance, Quality, First Contact Resolution, Customer Satisfaction, mean time to repair and many other metrics associated with customer service, collections, tech support and sales.
• Establish, develop, and apply Key Performance Indicators that motivate and drive accountability throughout the team and to achieve desired results.
• Recognize and promote team successes that reflect customer and business impact and overall achieve strategic objectives.
• Identify process improvement areas and solutions, share, and encourage best practices, and work with the teams to transform from reactive to predictive.
• Will keep client documentation up to date with client required additions and changes to data and metrics and work with client to validate and QA as needed.

Requisitos para aplicar

Required Qualifications

• Must have an advanced English level or Native
• Minimum of 5 years of proven experience in a contact center, call centers, back office, BPO’s atmosphere.
• At least 5 years of demonstrated leadership and vision in managing staff, groups, and projects or initiatives.
• Advanced experience in Excel, VLOOKUP, pivot tables, graphs
• Highly organized, able to prioritize, and work under pressure on several initiatives at the same time.
• Ability to drive and maintain team focus during periods of organizational change and evolution.
• Excellent interpersonal and situational leadership skills to coach and develop a team.
• Exceptional verbal and written communication skills
• Ability to communicate effectively, tailoring approach, and messages effectively to the specific needs of the audience.
• Executes and analyzes day to day activities to propose process improvements.
• Basic Structured Query Language (SQL, Sequel) database query skills
• Able to document and communicate issues, identify own limitations, and validates own output against objectives.

Desired Qualifications

• Native English is preferred
• Project Management experience
• Client Services Experience
• Python and SQL

Education

• High School Diploma or GED Equivalent or at least 10 years of proven experience instead of an academic degree.

Datos complementarios

797569

Coordinador supervisor o especialista

Analista

Educación Primaria

Celulares / Otros

6 años de experiencia

Contrato Indefinido

797569

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