Customer Experience Reporting Analyst

Angajator: TELUS International
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 25.11.2020
    Scurta descriere a companiei

    TELUS International focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

    The company's solutions cover customer experience, digital transformation, content moderation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling all stages of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, and healthcare industries.

    The company serves clients in over 50 languages. TELUS holds a ~63% interest in TELUS International with Baring Private Equity Asia and Competence Call Center management holding the remaining ~33% and ~3%, respectively. Learn more at: telusinternational.com”

    Cerinte

    Join our Customer Experience team in Bucharest: we are looking for a Reporting Analyst!

    What we expect:

    -Fluency in English - Advanced (both written and spoken);
    - + 1 year of experience in a similar role;
    -Advanced knowledge in Google Sheets, Excel, Macros and Google Slides;
    -Skills required:
    -Solid analytical abilities;
    -Self-driven attitude and aility to work with local and remote teams;
    -Strong interpersonal and communication skills, ability to foster relationships with peers and other functions;
    -High motivation, dynamism and a self-steering attitude;
    -Comfort in a complex multilingual environment, valuing diversity;
    -Stress resilience and flexibility in adapting to tight deadlines;
    -Flexibility in adapting and working with different client reporting tools (Verint, Zendesk, NiceEngage, etc);

    Responsabilitati

    Main responsibilities:

    - Proactive reporting of Customer Experience related performance for Bucharest and -Craiova teams;
    -​Creation of reporting dashboards for different user groups;
    -Respond to day-to-day queries regarding data needs and automate them, whenever possible;
    -Proactive involvement in identifying and solving issues that affect data accuracy and consistency;
    -Clean up and end date all projects which are no longer required;
    -Provide weekly and monthly CE reports and presentations (WBRs, MBRs and QBRs charts and data);
    -Maintain databases and perform updates as necessary to ensure accuracy;
    -Regularly examine data reports to locate and resolve mistakes throughout;
    -Accurately analyze and collect data for various types of business reports;
    -Create business reports that provide insight into key data points (CSAT, NPS, Sales Conversion), some of them ad-hoc;
    -Communicate the results of data analysis in written and verbal form to CE Managers and Team Leaders;
    -Creates impactful visual representations of analytic insights and concise summaries of methodology geared to audience needs;
    -Identify, analyze, and interpret trends or patterns in complex data sets;
    -Work with management to prioritize business and information needs;

    Alte informatii

    We offer:

    -Stable job - permanent labor contracts
    -Monthly meal tickets
    -Public transportation and gym subscriptions reimbursement, after trial period
    -Great rewards for referring your friends: consistent bonuses and prizes
    -Internal and external professional training
    -Private medical insurance coverage – we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
    -Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
    -International career - regular training and international career opportunities
    -Multilingual exposure - improve your spoken and written language skills
    -Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
    -Community projects – want to make the world a better place?
    -We run CSR (Corporate Social Responsibility) events all year long

    It’s different here! Check out our Facebook page!