Data Analyst, Support Programs - Support Operations
Is this job for you?
Build my CV Build your CV and see how well you match this role — and every other one.
Track your applications on mobile The free Whileresume app, on iPhone and Android.
The role
As a Data Analyst for Support Operations, you own the analysis and reporting of performance metrics for the support function.
You deliver weekly and monthly KPI packs (CSAT, FCR, AHT, backlog, SLA) to senior leadership.
You partner with Support leaders to scope and measure data-driven process changes, conducting pre/post evaluations or experiments and shipping recommendations.
You identify opportunities through trend and cohort analyses, build business cases, and lead cross-functional initiatives from concept to impact.
You collaborate with Data Science to define metric definitions, KPI hierarchies, and guardrails that drive operational excellence, and design dashboards for executives.
You apply the most appropriate analytical methods to extract insights, monitor industry best practices, and influence operational strategy.
You deliver weekly and monthly KPI packs (CSAT, FCR, AHT, backlog, SLA) to senior leadership.
You partner with Support leaders to scope and measure data-driven process changes, conducting pre/post evaluations or experiments and shipping recommendations.
You identify opportunities through trend and cohort analyses, build business cases, and lead cross-functional initiatives from concept to impact.
You collaborate with Data Science to define metric definitions, KPI hierarchies, and guardrails that drive operational excellence, and design dashboards for executives.
You apply the most appropriate analytical methods to extract insights, monitor industry best practices, and influence operational strategy.
See the full job post
Responsibilities, requirements, skills and benefits — create your free account.
or
Already have an account?
Log inYou might also like these jobs
No closely matching jobs yet — here are the most recent ones.