Senior data analyst
Senior data analyst
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Job Description
Senior Data & Reporting Analyst Global Contact Centres
(Bangkok Based)
As a part of the Data Team of Contact Centers you will report directly to Head of Data and Reporting in Paris. Your role will focus on building and improving our contact center reporting & analyses to fuel the enhancement of business performance of Accor Reservation & Care service by using your strong data insights. You will join an international passionate and data savvy team for exciting projects.
MAIN RESPONSIBILITIES:
Performance tracking
Build and improve Contact Center reporting and dashboarding order to follow up closely our daily operational performance
Consolidate reporting requirements from different regions hotels BPOs prepare recurrent performance reports for different stakeholders
Manage the master database assure the quality of imported data from different sources work with central data team to automate the process
Help develop & evolve our existing as well as new KPIs
Business analysis
Identify issues and opportunities to improve business performance in our Reservation and Care services from the quantitative and qualitative data
Identify rooms for improvements and provide insights based on the data to help optimize our operation processes (eg. SLA & Cost optimization)
With your strong expertise you will be the business partner of all Contact Center projects and will provide adhoc analysis to assist decision making
Qualifications :
PROFILE
Bac4/5 Business or Engineering school specializing in Data or business analytics
Minimum 35 years experience
REQUIREMENTS
Strong analytical skills to help collect measure organize and pivot data
Ability to translate the business needs into data specification.
Knowledge of database languages (SQL on Snowflake); data visualization tools (Tableau) and understanding the mechanism of CRM tools (Salesforce)
Critical thinking solution oriented
You are organized structural
You are agile and know adapting to the different situations
Full business proficiency in English (written & verbal) a second / third language would be a plus
Ability to adapt to a multicultural environment to understand local specificities
You are hands on and enjoy getting into the heart of the matter
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
