Customer Experience Data Analyst
Ciudad de Panama, Panamá, Panama
hace 4 días

In this role, you have the opportunity to

Identifies new capabilities required to enable professional services and solutions for our Global Business Service center and work closely with BPEs to identify capability development and deployment requirements & be the ambassador of the global capabilities in the markets and / or businesses.

You are responsible for

Business Intelligence Analytics & Reporting- 60% of time includes the following activities :

  • Use available analytical tools to identify key insights in the digital customer journey.
  • Consolidate data from different sources and support accurate analysis
  • Collection and analyze raw data to deliver consolidate information, creating reports and presentation to summarize findings and influence decisions
  • Design and build data structures with a strong understanding of analytics needs to improve the efficiency
  • Interpreting data, analyzing results using statistical techniques & provide ongoing reports
  • Developing and implementing data analyses, data collection systems and other strategies that optimize statistical efficiency and quality
  • Acquiring data from primary or secondary data sources and maintaining databases
  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Evaluate and plan activities to implement automation of manual data extracts and other manual activities supporting any reporting currently supported by you
  • Intake Channels Operational Supervisor - 40% of time includes the following activities :

  • Use available analytical tools to identify key insights in the digital customer journey.
  • Develop best practice and governance guidelines for intake channels operations and develop initiatives to deliver the optimal user experience.
  • Identify Digital solutions to key operational problems regarding to user s experience
  • Manage and coordinate external vendors and technical requirements to continue to develop and enhance the Customer Journey
  • Understand the content of client voice calls, chats and emails and discern patterns worthy of further analysis to improve customer experience or workforce performance
  • Develop best practices analysis and competitor benchmarks within the organization.
  • Ensure strong collaboration and communication across the company and serve as a point of contact for internal stakeholders.
  • Challenge teams to think about creative solutions using various idea generating methods and mindset.
  • Continually test and track improvements made to ensure they are driving the correct behavior and delivering optimal results.
  • You are a part of

    Global Business Service departmentwith exciting and innovative environment that will actively encourage you to make improvements, establish best in class service, and have a direct impact on our success.

    To succeed in this role, you should have the following skills and experience

    Bachelor's degree in Business Administration, Computer Science or equivalent.

  • 2 years demonstrated service experience in a comparable environment.
  • Intermediate level of Microsoft Excel.

    Proficient level of English, written and oral communication.

    Data Analytics Skills & Knowledge

    Solid communication skills

    Demonstrated ability to effectively work and influence across the organization.

    Strong interpersonal communication and presentation skills

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