As a part of the Strategy Team of Contact Centers, you will report directly to the Reporting manager. Your role will focus on building and improving our contact center reporting & analyses, as well as accompanying in all decision-making processes using your strong data insights. You will join an international, passionate and data savvy team for exciting projects.

MAIN RESPONSIBILITIES:

Performance tracking

- Consolidate reporting requirements from different regions, hotels, BPOs, prepare recurrent performance reports for different stakeholders

- Build and improve Contact Center reporting and dashboarding order to follow up closely our daily operational performance

- Manage the master database, assure the quality of imported data from different sources, work with central data team to automate the process

- Help develop & evolve our existing as well as new KPIs

Business analysis

- Identify rooms for improvements and provide insights based on the data to help optimize our processes (eg. Process automations, operation improvement)

- With your strong expertise, you will be the business partner of all Contact Center projects and will provide ad-hoc analysis to assist decision making

 

PROFILE

Bac+4/5 Business or Engineering school, specializing in Data, business analytics

 

REQUIREMENTS

Strong mathematical skills to help collect, measure, organize and analyze data

Ability to translate the business needs into data specification

Deep knowledge of database languages (SQL); Excel (VBA will be a plus) and of data visualization tools (Tableau, PowerBI) Understanding the mechanism of CRM tools (Salesforce)

Critical thinking, solution oriented

You are organized, structural

You are agile and know adapting to the different situations

Full business proficiency in English (written & verbal), a second / third language would be a plus

Ability to adapt to a multicultural environment, to understand local specificities

You are hands on, and enjoy getting into the heart of the matter