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Customer Experience Analyst
hace 2 meses
Job Summary
Vueling Airlines Sa is seeking a highly motivated and analytical professional to join our Customer Care team as a Customer Experience Analyst. In this role, you will be responsible for managing the department's reporting, analyzing volumes and behaviors to detect needs for improvement proposals, automating data collection, preparing executive presentations for the different teams in the department, and preparing departmental budgets and activity forecasts.
Main Responsibilities
- Data extraction, analysis, and preparation of value-added reports to facilitate the detection of needs for decision-making.
- Analysis of KPIs, trends, and data measurement of all areas of the department.
- Analysis of agent productivity and efficiency as well as Call Center actions, and measurement of Call Center profitability and optimization.
- Identify improvements as well as possible deviations to propose quantifiable solutions.
- Generate reports as well as cross-check with the different company reports to analyze and obtain a global picture for the analyzed data.
- Reporting information to internal teams, the Service Manager as well as other managers and directors of other areas.
- Budgeting and activity forecasting.
- Invoice management and Budget control.
Requirements
- University degree or equivalent in the technical area of engineering, mathematics, statistics, or data science.
- Minimum 3 years of experience in data analysis, preferably in customer services and call centers.
- High analytical skills are essential.
- Expert in the use of the Office package, Power BI, Tableau as well as other analysis tools or elaboration of reports and dashboards.
- Expert in the elaboration of executive and high-impact presentations.
- Experience in the aeronautical industry is a plus.
- Ability to work in a demanding environment.
- Technical and strategic profile.
- Experience in complex data analysis and programming with Python, R, and SQL is desirable.
Language
English C1
Spanish C1
Other languages desirable
