Data Analyst, Support Programs - Support Operations
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The role
Own the analysis and reporting of Support Operations performance, delivering weekly and monthly KPI packs (CSAT, FCR, AHT, backlog, SLA) for leadership. Partner with Support leaders to scope, implement, and measure data-driven process changes; conduct pre/post or experimental evaluations and ship recommendations. Identify opportunities through trend and cohort analysis; build business cases and lead cross-functional initiatives from concept to impact. Collaborate with Data Science to define metric definitions, KPI hierarchies, and guardrails that drive operational excellence. Design, build, and maintain advanced operational reports and dashboards to deliver critical insights to senior-level management. Select and apply analytical methods to assess operations, extract relevant data, and derive actionable insights. Monitor industry trends and best practices and incorporate them into strategies and tooling.
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