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Lead Customer Experience Analyst - Microsoft Excel, Pivot, SQL


Source:
TIMESJOBS.COM
Location:
Bengaluru, KA
Date:
18-11-2016
Job Code:
58319631
Categories:
  • IT
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Job Details

Run daily, monthly and quarterly NPS reports and provide pulse updates to management on performanceAcquire data from primary and secondary data sources and maintain NPS data basesFilter clean data, perform ETL Functions (Extract Transform Load) and review reports and performance indicators to locate and correct problems in SQL/VB codeMaintain data at monthly and quarterly levels and progression presentation for senior management.Create monthly and quarterly dashboards for senior managementIdentify trending, historical analysis and ways to streamline month-to-month and quarter-to-quarter and current year-to-prior year reports.Provide input for QBR presentations based on trending observedDevelop and maintain custom built tools (audit, feedback, tracking)Report results of NPS improvement initiativesCreate daily / weekly early warning ReportingAptitude to dissect data and bring out insights through ad hoc analysisResponsible for exploratory data analysis, pulling data from various systems and review customer data for building required reports.Facilitate post-quarter end process NPS Summary notes for senior management and executive presentations.Identify opportunities for efficiencies and automation (such as embedded data refreshes)Act as primary resource for Support and Service Organization to create and provide needed PowerPoint presentations, documentation, and/or communications content with very little direction.Analyze and manage data for metrics for senior management and executives.Drive standardization and automation of current reporting portfolio, including developing new and unique reporting capabilities that will assist management in measuring the business.Strive to consistently keep technical skills up to date by participating in training when needed.Represent NPS (Net Promoter Score) and engage with key stakeholders in the absence of CE managersQualifications (Knowledge, Skills, Abilities)Expert level of expertise using Microsoft Office suite.Expert Excel with strong technical ability to automate Reports (Pivots, Vlookups, Macros)Awareness of Customer Relationship Management, Salesforce Automation Systems, Enterprise Resource Planning and enterprise reporting tools required.Proficiency in SQL codingASP .net experience is desirable.Six sigma certification/training/project experience is desirable.Ability to analyze data and problem-solving skills required.Comprehensive knowledge of statistics as applied in a business environment.Has an understanding of people, processes, technology issues and a passion regarding customer service (internal and external) and delivery/executionStrong oral and written communications skills, as well as excellent presentation skillsAbility to represent data in different ways that will appeal to audiences at different levelsAbility to work effectively with a variety of organization, management levels, cultures, and personalities.Ability to identify and manage various processes from start to finish, including analyzing and understanding the nature of the tasks, areas for streamlining and improvements required to complete the process.Ability to handle multiple tasks manage conflicting priorities and to complete assignments under aggressive time constraints independently.Requirements (Education, Certification, Training, and Experience)Bachelors Degree (or equivalent) in Science, Engineering, Finance, Accounting, Business Administration, or similar field or equivalent experience. 5+ years of experience in supporting operations for services/support/sales organizationFluent in written and verbal English.Critical Functional CompetenciesStake holder managementCustomer insight generation Critical Technical CompetenciesAnalytical Ability / Problem Solving - Analyzes and understands problems using logic and reasoning and presents relevant solutions. (Stage 4)Performance Reporting & Planning - Ability to produce reports and analyze trends for various areas including forecasting (Stage 3)Quantitative Analysis & Metrics - Ability to analyze data using mathematical and statistical models. (Stage 3)Systems Management - Possesses an in depth understanding of database management and statistical trending and analysis. In addition, possesses a general understanding of escalation management, requirements gathering processes, and the software development life cycle as it relates to business systems. (Stage 1).
Degree: M.Sc. (Science) | MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 5-10

Requirements

Application Programming | Database Administration (DBA) | Project Leader/ Project Manager | Quality Assurance/Testing
Applying for this job will take you to an external site

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