استخدام senior business analyst (contact center)

توضیحات آگهی

In the story of Snappfood we believe in creating value that goes beyond the ordinary We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity intelligence and agility
We are waiting for you to continue this story
Responsibilities
Analyze contact center performance customer metrics operational trends and Voice of Customer VOC data to identify opportunities inefficiencies risks and customer pain points
Generate actionable business insights from complex data and translate them into clear recommendations and business opportunities for leadership
Own and improve key performance indicators KPIs across customer care using data and business insights to identify performance gaps and improvement opportunities
Conduct root cause analysis business impact assessments and scenario modeling to support data driven decision making and operational improvements
Lead forecasting capacity planning workforce planning and resource optimization to improve efficiency scalability and service quality
Analyze customer feedback and support performance to identify drivers of dissatisfaction and opportunities to improve the customer journey and experience
Develop and improve performance management frameworks dashboards and reporting mechanisms to enable effective business and CX performance monitoring
Collaborate with Customer Care Operations Product Data BI and other stakeholders to solve business problems and turn analytical insights into business actions
Identify and implement opportunities to automate and optimize analytical and operational workflows using SQL BI tools automation platforms and AI
Lead analytical projects end to end from problem definition and insight generation to recommendation execution support and measurement of business impact
Requirements
Bachelor s degree or higher in Industrial Engineering Business Economics Management Computer Science Data Analytics or a related field
4 years of experience in Business Analytics Operations Analytics Strategy Performance Management or a similar role preferably in customer care contact center marketplace e commerce or technology
Advanced proficiency in SQL Excel Google Sheets and data analysis with strong problem solving and root cause analysis skills
Strong experience in KPI management forecasting capacity planning performance analysis and scenario modeling with a good understanding of CX metrics such as CSAT and NPS
Strong business acumen communication and stakeholder management skills with the ability to own projects translate analysis into actionable recommendations and influence stakeholders
Benefits
Vouchers for Vacations Gym Therapy Sessions Internet Costs
Complementary Insurance
Educational platform of advanced courses
Snappfood s Discount codes
Loans
شرکت اسنپ فود Snappfood
دسته بندی تحقیق و توسعه
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها تحلیل کسب و کار تجزیه و تحلیل SQL
شهر تهران تهران