Senior Metrics & Reporting Analyst leading data governance and reporting initiatives for Vizient. Creating and optimizing Power BI dashboards and translating data into insights for product performance management.
About the role
- Senior Reporting Analyst ensuring timely data insights for Customer Care teams at Perk. Driving operational performance and reporting structure while coaching an analyst.
Responsibilities
- Define and document unequivocal definitions for the key performance indicators, aligning the needs of the different stakeholders involved
- Design, with the relevant stakeholders and decision-makers, the required dashboards to track performance, of both business-as-usual activities and specific projects
- Work with Tools and Data to structure and automate key reports and dashboards to monitor the business performance
- Work cross functionally with other teams including quality, training, workforce management and operations, to understand the voice-of-the customer data, recommend continuous improvements, and drive change
- Write regular business performance reviews including weekly and monthly updates and quarterly business reviews, interpreting the recent evolution and highlighting issues
- Perform deep-dive analysis on KPIs, to extract insights on underlying issues and challenge existing processes. Proactively contribute to the development of the overall customer experience including development/improvement of systems and data
- Ensure the data is kept true and consistent following product releases and updates to our tools
- Identify bottlenecks in data collection and sharing and work with stakeholders to define processes to make data available in a timely manner, including real-time where relevant
- Contribute to maintain a single source of truth by identifying potential inconsistencies and working with the Tools and Data teams to mitigate them
- Work closely with the Strategy function by helping to generate hypothesis and to build a fact-based to support decision-making
- Support other departments in Customer Care in setting up consistent dashboards and by sharing knowledge about the definitions and potential of our data
- Spearhead a culture transformation to place data as the driver of prioritization and decision-making across Customer Care
- Coach an Analyst to extend the capacity, reach and impact of the Reporting function
- Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
- Shape the direction of the team, keep them focused and motivated to deliver the right results in an ever-changing business environment
- Understand and demonstrate Perk’s core values and leadership principles
Requirements
- Significant experience and seniority, gained over many years of honing knowledge and skills in an operational reporting function
- Strong understanding of the operational dynamics and KPIs of a contact center
- Experience writing communications for middle and top management
- Strong business acumen with an ability to understand the direction and goals of the business
- Strong analytical problem solving skills to work with complex data and information and present findings, issues and recommendations in a clear and concise manner
- Business Intelligence knowledge and experience with Analytics tools (e.g. Looker, Tableau)
- Comfort working under tight deadlines and with limited or ambiguous information
- Ability to work independently, anticipate problems and suggest solutions
- Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organization
- Relationship building skills as a collaborator, connector and networker
- Fluent written and oral communication in English
- Self-organized, proactive and strong attention to detail
- Growth mindset
Benefits
- Receive competitive compensation and equity ownership in Perk
- Rest and recharge with our generous allocation of vacation days plus public holidays
- Take control of your physical health with your choice of private healthcare or a gym allowance
- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
- Join our unforgettable Perk events, including our spectacular annual summer party
- Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
- Make your money go further with our flexible compensation plan
- Focus on your family with 17 weeks’ paid parental leave during your child’s first year
- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
- Broaden your horizons with up to 20 "Work from Anywhere" days per year
- Nurture your language skills with in real-life English, Spanish and Catalan lessons
- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
- Let us help you move to one of our hubs with relocation support
Job title
Job type
Experience level
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Not specified
Degree requirement
Tech skills
Location requirements
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