Data Analyst, Support Programs - Support Operations
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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.
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