CRT Data Management and Business Analyst Specialist

CRT Data Management and Business Analyst Specialist

Description -

Job scope/summary:

EMEA Customer Relations Team (CRT) is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation. CRT acts as thevoice of the Customertodrive improvementsacrossCS and to retain customer loyaltythrough pro-active customer engagementand by providing best-in-class complaints resolution.

Within this Organization, the SETI team has the responsibility to drive innovative improvement actions to prevent complaints from happening, to enhance the portfolio of solutions available to the agents to support our customers, and to design, deploy and control the processes used by the agents, and the metrics and reports used by the organization to manage the operation.

Job specifics/responsibilities:

The responsibilities will include one or more of the following:

• Create accurate reports and visualization tools
• Automation and industrialization of reports
• Weekly/Monthly monitoring of operations
• Weekly/Monthly/Quarterly reporting of performance to the different management layer (from direct manager to CS leadership team)
• Be quality oriented and critically evaluate the output of data extractions
• Continuously improve data organization, automation and accuracy
• Help the team turn fragmented data into Operations Intelligence that will be used to support business decisions.
• Organize/ integrate data so that it can be used to support consultancy and business analysis
• Structure databases which enable both high level management reports and deep dive analysis
• Partner with business teams to ensure data is complete, accurate & reflects reality
• Make data available on agreed timeframe in a centralized way.
• Provide meaningful analysis and propose strategic business improvements
• Deep-dive into processes to achieve a complete end-to-end understanding and collect/provide meaningful data
• Interact with CS business analysts to understand external environmental changes and potential impacts to the performance, and provide synthesis to operations as needed
• Provide narratives on performance deviation and propose corrective action plans
• Run Predictive Analytics to forecast complaint volume or other key CRT metric evolution
• Model the investment/saving points to use the CRT budget to support our strategy
• The candidate should be detail-oriented and quickly interpret incoming information.

Key deliverables/accountabilities:

• Design, deploy and maintain the infrastructure that supports CRT reporting capabilities and CRT owned tools
• Design, deploy and maintain the mechanisms/processes to gather the data required by CRT
• Provide the necessary reports to manage CRT operations
• Provide the framework to perform the periodical reviews within the CS organization (weekly/monthly/quarterly)
• Provide the framework to report and forecast accurately CRT costs
• Define key performance indicators and targets to run the business
• Perform deep dive analysis on volume, costs, sNPS and turnaround time
• Investigate, identify and understand correlation of CRT metrics with other CS/HP team metrics

Working relationships:

Internal

• Country CRT departments
• EMEA and country CS department
• Other HP departments involved in customer case handling (sales, etc.)
• Finance and Procurement departments for tasks related to commercial solutions

External

• Partners, Suppliers, Customers

Education (degree) and professional experience required:

• University degree preferably in areas linked to Data Management, Business Administration or Engineering
• 7+ years of professional experience in Data Engineering and Analytics and/or Business/Finance analysis
• Work experience from an international environment is an asset

Other requirements:

• Excellent English, Ability to demonstrate verbal and written communication
• Other European languages will be an advantage

Personal skills and qualities:

• Highly motivated in business understanding and "playing" with high volume of data
• Ability to quickly and accurately organize data and transform it into visual tools and meaningful information
• Detail Oriented with ability to explain the global picture
• Ability to communicate across functional boundaries
• Strong quality oriented, can-do attitude
• Great team player, flexible, optimist!
• Proactive & confident, can work largely unsupervised in a Virtual environment
• Eagerness to learn and improve, good listener

Technical skills (procedures and documents the employee has to be acquainted with):

• Strong expertise in SQL, ASP.NET, Power BI, Excel, VBA, IRS Reporting Studio
• Skills in Data Management (Engineering) together with a strong motivation for business and financial analysis and understanding
• Knowledge in RPA/Automation or in Phyton/R will be an advantage
• Demonstrate knowledge of corporate organization and policies.

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Job -
Services

Schedule -
Full time

Shift -
No shift premium (Tunisia)

Travel -
No

Relocation -
No

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.