Customer Services Insights Analyst (India)
Etraveli Group, India
Job Description
Etraveli Group is one of the leading global flight-centric Online Travel Agencies (OTAs) with 4bn+in annual gross sales. We also operate flygresor.se, the #1 metasearcher in Sweden and Tripstack, the independent B2B arm of the group offering a variety of complex technology solutions.
Our diverse, dynamically growing team of 1000+ talented professionals is always on the lookout for more members to join our ranks and explore unlimited business opportunities together! Our 110 websites in 70+ countries across the globe include (but are not limited to) gotogate.com, pamediakopes.gr, mytrip.com, flightnetwork, supersavertravel.se, trip.ru amp; flygresor.se.
Our headquarters are located in Uppsala (Sweden), with additional offices in Stockholm, Gothenburg, Athens, Toronto and India (Pune and Mumbai).
Position summary
The Customer Services department strives to continuously improve customer experience by driving changes through automation, processes and quality improvements. We are looking for an inquisitive insights analyst who will play a key role in finding opportunities and provide insights which will support that mission.
You have had extensive exposure to data crunching and intelligence building by being explorative and combining good business understanding with advanced skills in using BI and data processing tools. You are comfortable in working with complex and multidimensional data and you thrive at creating and communicating found insights.
You will report to the Head of Customer Services Business Control.
The role will be based in India but you will have stakeholders across the global Customer Services organization.
Responsibilities
- Collate and analyze data of key strategic areas related to customer services
- Continuously deep dive into key metrics of individual and collated areas in order to create KPIs and generate insights including agent performance, customer interactions and sentiments
- Create and maintain dashboards of key areas related to customer services to enable insights and showcase operational performance
- Strategize and create ways of enabling data of key customer service areas
- Identify improvement opportunities through mapping customer interactions, systems amp; processes
- Identify opportunities to improve the operational performance for the customer services teams through insightful analysis of business metrics.
- Create and maintain weekly customer service performance and KPI reports
Requirements
- Ability to analyze large and complex data sets amp; identify hidden patterns / areas of improvement
- Good experience of creating dashboard amp; visualization tools such as Qlikview/ Qliksense or PowerBI, Tableau
- Ability to present insights to leadership team
- 4-7 years of experience in analytical background from a similar analytics role
- Good knowledge of SQL amp; using databases to help develop insights
- Self driven and eager to make a difference
- Strong business acumen and analytical skills
- Agility and capacity to thrive in a fast paced and dynamic environment
- Good communication skills and capacity to build relationships and create awareness
Benefits
- The opportunity to work in a highly paced environment where no single day is the same as yesterday!
- The chance to work with passionate professionals and grow professionally
- A diverse, multicultural, fun work environment
- Modern, bright open office plan stretching over 4000 where you enjoy daily breakfast, can play ping pong or join yoga lessons
- Competitive salary amp; complimentary private health and life insurance