🛠 Tech Stack

💼 About This Role

You'll own the reporting structure and insights for the Customer Care team, driving data-driven decision-making and a culture of performance tracking. You'll design dashboards, automate reports, and perform deep-dive analyses to improve customer experience.

🎯 What You'll Do

• Define and document KPI definitions with stakeholders
• Design and maintain dashboards for performance tracking
• Automate reports using Tools and Data teams
• Perform deep-dive analyses to extract insights and challenge processes

📋 Requirements

• Significant experience in operational reporting function
• Experience supporting reporting in a customer care or contact centre setting
• Strong understanding of contact centre KPIs and dynamics
• Experience with BI tools (e.g., Looker, Tableau)

✨ Nice to Have

• Experience writing communications for middle and top management
• Strong analytical problem-solving skills
• Business acumen

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min

🚩 Heads Up

• Role description includes management responsibilities but title is Analyst
• Vague requirements without specific years of experience