Global Performance Analyst
hace 6 días
Company Overview
Bacardi is a leading spirits company with a rich history of innovation and entrepreneurship. Our mission is to create memorable experiences for our customers through exceptional products and services.
Job Description
We are seeking a highly motivated and detail-oriented individual to join our team as a PTP Front Desk Junior Analyst. In this role, you will be responsible for monitoring and generating actions to improve or maintain the good performance of the PTP KPIs. You will also support internal and external inquiries through Sys Aid tickets, calls, and chats, as well as perform process controls, local market support, and analyze PTP KPIs for monthly market reviews.
Key Responsibilities:
- Monitor and generate actions to improve or maintain the good performance of the PTP KPIs
- Support internal and external inquiries through Sys Aid tickets, calls, and chats
- Perform process controls
- Local market support
- Analyze PTP KPIs for monthly market reviews
- Identify and support continuous improvement opportunities
- Achieve 95% SLA on ticket resolution with accuracy
- Maintain a positive NPS score on customer satisfaction
Required Skills and Qualifications
To succeed in this role, you will need to have previous PTP related experience, strong analytical, diagnostic, and problem-solving skills, attention to details, accuracy, and a sense of urgency. You should also be proficient in Spanish (100%), English (90%), and Portuguese (85-90%), with working knowledge of major ERP platforms and basic to advanced knowledge of MS Office Suite.
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