Key Responsibilities:
1. Analytics & Reporting:
- Build and maintain dashboards, trackers, and KPIs across CX functions including:
- Ticket volumes & SLA adherence
- Escalation trends and resolution TAT
- Agent performance metrics (FCR, AHT, CSAT)
- NPS & behavior analytics
- Drive weekly and monthly CX review reports for internal and leadership consumption.
2. Problem-Solving & Insights:
- Conduct root cause analysis (RCA) for major CX issues and ticket surges across categories (R&M, Internet, Housekeeping, etc.).
- Use structured frameworks to identify costly friction points and propose data-backed solutions to minimize support load and improve satisfaction.
3. Product & Process Intelligence:
- Support category program managers by providing insights for SOP changes, process automation, and ticket reduction initiatives.
- Collaborate with tech/product teams to design event triggers, logs, and user cohorts for CX product interventions (e.g., self-serve journeys, proactive nudges).
4. Cross-functional Collaboration:
- Work closely with on-ground ops, call center teams, escalation managers, and product owners to turn analysis into actionable execution.
- Maintain a CX Data Dictionary and ensure data integrity and hygiene across dashboards and internal systems.
Requirements:
- Strong command over SQL for data querying and extraction
- Hands-on experience in building dashboards and reports using Power BI (or similar visualization tools)
- Ability to synthesize large data sets into meaningful insights and storytelling
- Strong stakeholder management and communication skills
- Attention to detail, a proactive mindset, and a bias for action
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