Customer Care Data Analyst

hace 2 semanas


Viladecans, Barcelona, España Vueling A tiempo completo

About the Role

We are seeking a highly motivated Customer Care Data Analyst to join our team at Vueling. As a key member of our Customer Care department, you will be responsible for managing the department's reporting, analyzing volumes and behaviors to detect needs for improvement, and automating data collection.

Main Responsibilities

  • Data extraction, analysis, and preparation of value-added reports to facilitate 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 and cross-check with company reports to analyze and obtain a global picture for the analyzed data.
  • Reporting information to internal teams, the Service Manager, and 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, and other analysis tools or elaboration of reports and dashboards.
  • 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 Skills

  • English C1
  • Spanish C1
  • Other languages desirable

About Vueling

Vueling is the first Top Employer airline in Europe, certified based on our results in the Top Employers Institute's HR Best Practices Survey. We thrive on teamwork and collaboration, and our positive working atmosphere is unique and essential to our productivity and growth. Join us to fly to your full potential through self-development and pursuing your professional passion.



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