Data Analyst, CX Operations Insights

hace 2 meses


San José, San José, Costa Rica Pk Global A tiempo completo

Job Title: Sr Analyst, Global Analytic Insights

**Job Summary:**

We are seeking a highly analytical and detail-oriented Sr Analyst, Global Analytic Insights to join our team at Pk Global. As a key member of our operational performance analytics team, you will be responsible for delivering insightful analysis of call center performance and customer satisfaction data to support operational improvement initiatives.

**Key Responsibilities:**

  • Review customer satisfaction and operational metric results on a daily/weekly/monthly basis to identify trends in performance
  • Analyze qualitative and quantitative data to identify performance improvement opportunities
  • Determine areas for focus and conduct analyses to understand the drivers of performance gaps
  • Coordinate with statisticians to develop key driver analysis and statistical linkages
  • Support relationship-building with peers in Operations to understand current operational processes and identify possible gaps
  • Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps
  • Facilitate action planning sessions with Call Center Operations or other stakeholders
  • Develop documentation of key insights, solution recommendations, and action plan results

**Requirements:**

  • Bachelor's degree in a related field from a four-year college or university
  • Two to four years related experience preferred
  • Strong attention to detail and sense of professionalism
  • Strong communication skills, both written and verbal
  • Ability to work in an emerging and rapidly changing environment

**Career Level Description:**

This role requires knowledge and experience in the field of operational performance analytics. The successful candidate will have a strong understanding of data analysis and statistical techniques, as well as excellent communication and interpersonal skills.



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