Senior CS Performance & Analysis Specialist

Main Duties:Develop and maintain reporting and dashboard systems to monitor CS performance and support decision-making.Provide data-driven insights to improve service processes, customer experience, and operational efficiency.Support customer research and improvement projects by delivering relevant data analysis and actionable recommendations.Act as a key advisor to CS leadership on performance trends, priorities, and impact evaluation..Responsibilities:A. Reporting & DashboardsLead the design and rollout of unified reporting suites that convert raw data into actionable insights for brand, product, and commercial decisions.Build and maintain real-time/near real-time dashboards (Power BI/Looker/Tableau) tracking key KPIs such as revenue, conversion, CSAT, SLA.Manage and optimize data models and semantic layers (SQL/ETL), enforcing data quality, KPI definitions, and access controls.Drive BI adoption through user training, style guides, metric dictionaries, and standardized dashboard UX.B. Data Analysis & Business InsightsConduct ad-hoc analyses to identify trends and anomalies in CS operations (e.g., spikes in contact rate, SLA breaches, AHT/FCR trends).Analyze contact, ticket, and feedback data across multiple channels to uncover root causes and improvement opportunities.Support service improvement strategies (routing, self-service, bot intents, KB updates, staffing plans) with data-driven recommendations and impact sizing.C. Research & Project SupportProvide data and insights to support customer research projects (NPS, Omni segment treatment, Recovery Service Activation).Consolidate findings from research into actionable recommendations for process and experience improvements.Monitor risks and ensure research outcomes are integrated into CS analysis and operational strategies.Requirements:Bachelor’s Degree in Analytics, Statistics, Mathematics, Economics, Computer Science, or Engineering.Minimum 2–3 years of experience as a Data Analyst or in Customer Analysis.Proficiency in SQL, Presto, ETL, Power BI, Tableau, Python, and Excel.Strong statistical knowledge and ability to analyze large datasets.Familiarity with data modeling, data mining, and segmentation techniques.Excellent communication skills with the ability to present insights clearly to stakeholders.