Operations Business Analyst

hace 1 semana

Sant Cugat, Barcelona, España HP A tiempo completo
EMEA Customer Care Center (CCC) team is part of HP WS EMEA organization, manages support and services delivery for consumer and commercial products (call support, Social Media, chat, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated through a network of delivery partners.

Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.

EMEA Customer Care Center (CCC) team is looking for a new member with the following requirements:

Education (degree) And Professional Experience Required

Business economical and financial administration, Industrial Technology Engineering, or equivalent profileHigh level of Excel and data Management experience being a must

Other Requirements

Fluent EnglishOther languages is a plus

Personal Skills And Qualities

Strong communication skills and influencing skills; Positive can-do attitudeAnalytical thinking and problem-solving skillsExcellent teamwork skillsAble to apply tools and technology to produce resultsHigh interest in working with numbersBe able to question the status quoBe able to understand business processes and identify impact of changeBasic data networks fundamentals knowledge

Job Specifics/responsibilities

Financial governance of the EMEA CCC organization (about 50%)

Assist in creating and maintaining a finance/operation related dashboard that will play a key role in the financial governance setupCreate, plan, host meeting schedulePerform cost benefit analysis

Management of the Contact Center (CC) operations and performances, driving continuous improvements (~50%)

Preparation of the department scorecards linked with new systemPerform analysis to understand the market evolution and customer needsAssist to manage the reporting system (PBI)Assist to design some control tools to monitor our Partners' performanceAssist with different projects

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