Data Analyst (hp)

Business Environment   

The Customer Support & Services Delivery (CSSD) Business Insights and Analytics is team within Digital and Transformation Organization focused on supporting CSSD Businesses with data, reports and insights to improve Customer experience and drive operational excellence through the right set of actionable metrics to accelerate innovation and transformation, in this case is specifically supporting Digital Experience Team (DXT) and CSSD Contact Center to enable the AI enabled Digital Contact Center Transformation. 

Job Summary

This role is responsible for collecting, analyzing, interpreting, and presenting data to support decision-making and provide insights to the organization. The role works with large datasets to identify trends, patterns, and correlations, helping businesses make informed choices and optimize their operations. The role utilizes various tools, techniques, and analytical skills to extract meaningful information from data and communicate their findings to non-technical stakeholders.

Responsibilities:

• Understanding business requirements, creating reports, analytics and business intelligence
• Works with global reporting teams to set up and adapt standard reporting, based on business requirements.
• Works together with Customer Care Center teams/internal customers to capture and met business requirements
• Create reports and business intelligence to better understand operational performance of our Contact Centers
• Provides insight on call drivers and customer satisfaction drivers
• Analyze ways to avoid calls by providing solutions on the web
• Identifies anomalies in data to enable issue prevention
• Optimization and standardization
• Identify improvement opportunities

Education & Experience Recommended

• Four-year Degree in Mathematics, Statistics, Economics, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4+ years of work experience, preferably in data analytics, database management, statistical analysis, or a related field.

Preferred Certifications

• Programming Language/s Certification (SQL, Python, or similar)

Knowledge and Skills:

• Data Analysis, Data Management, Data Modeling, Data Quality, Data Science, Data Visualization and Data Warehousing
• 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.

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.